The State of Rhineland-Palatinate is supporting the introduction of an AI agent—with the aim of further improving service quality, accessibility and multilingual communication
Koblenz-Touristik GmbH is receiving support from the state of Rhineland-Palatinate as part of the “Strong Local Tourism Organisations” funding programme for the introduction of an AI agent in its guest services. The project is one of the selected model initiatives designed to help local tourism organisations in Rhineland-Palatinate further develop their structures, test innovative approaches, and strengthen their long-term viability.
With the AI agent, Koblenz-Touristik aims to further improve service quality, accessibility and informative communication in its guest and booking services. In the future, the system is designed to automatically answer frequent standard inquiries—such as those regarding opening hours, events, travel arrangements, parking options or tourist attractions in Koblenz. It is planned to be used both in written communication via a chatbot and in telephone communication via a voicebot.
“Personal contact with our guests remains, of course, central to our operations. At the same time, however, we also want to reduce the workload on our employees in areas where many recurring questions can be answered quickly, reliably and with a focus on service. The AI agent is designed to help us be even more accessible—especially during peak demand periods—and to handle inquiries more efficiently,” says Julia Assenmacher, who is leading the implementation effort at Koblenz-Touristik.
An important component of the project is the intelligent routing of complex inquiries to Koblenz-Touristik staff. The AI agent is therefore not intended to replace personal service, but rather to complement it in a targeted manner. The system can help provide guests with initial information and make it easier for them to find their way around, especially outside of regular business hours. In the future, multilingual inquiries should also be handled more quickly and even more reliably.
Koblenz-Touristik uses existing digital content as its data foundation, including, for example, information from its own website as well as the Rhineland-Palatinate knowledge database. This is intended to ensure that guests have access to verified and up-to-date information.
For Koblenz-Touristik, the project represents another step toward the sustainable digitisation of guest services. It combines state-of-the-art technology with tangible benefits for guests, employees and tourism partners. At the same time, the project serves as a pilot for other tourism organisations in Rhineland-Palatinate facing similar challenges: rising service expectations, growing information needs, seasonal peaks and the desire for reliable accessibility across various channels.
The symbolic presentation of the grant award took place recently in Mainz. The “Strong Local Tourism Organisations” funding programme supports selected projects that contribute to the competitiveness, innovative strength and structural development of tourism in Rhineland-Palatinate.