Current information, incidents, schedules and service criteria.
KarminaAI StudioAgents · Services · Training
Aena · Digital Communication · Madrid
When communication is also a public service.
Karmina and hiberus work in an integrated way in the digital ecosystem of Aena. Now, this operation is also the terrain where to design a layer of agents that help the team to listen, coordinate, create and attend with more context.
Critical infrastructure doesn’t need more noise. You need reliable information at the right time.
The starting point
This is no ordinary brand. It is infrastructure woven into the country’s daily life.
Aena manages an environment where corporate communication, commercial activity, passenger service and public conversation coexist in real time. Every message must be clear, useful, accessible and consistent with what is happening.
In this context, a bug is not just a bad piece of content. It can cause confusion, damage confidence, or escalate an incident. Therefore, the operation cannot depend on scattered memory or responses generated without sources.
Speed is only an advantage when it comes after the criterion.
The team is the system.
First, we built a team. Now we can build agents that work alongside it.
Karmina created from scratch a specific structure of more than fifteen professionals, integrated with hiberus in its Mobility Hub in Madrid. This proximity matters: it allows sharing context, rhythms, incidences and responsibilities.
The AI layer does not replace this collective intelligence. It makes it more accessible: it reduces searches, orders signals, retrieves protocols and prepares work so that people concentrate attention where they really need to think.
A CAS IS NOT COPY
We can understand what is transferable in your context.
In a free video call we will separate the useful idea from the one that depended on the client, the data, the team or the specific moment.
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The challenge is not to create four bots.
It means giving four agents a shared understanding of the same reality.
Four agents · a same base
A layer of support for operations that cannot afford to lose context.
The agents are not presented as a reality already deployed in Aena, but as the layer we are building on the experience and processes of the project. They share knowledge, but have different missions and boundaries.
Layer under construction↗
Content Agent
It converts validated information into useful first versions for each channel, public and moment.
editorial themesoperational informationtone and accessibility
Human GateThe team decides the message, validates the context and approves the publication.
Layer under construction↗
Calendar Agent
It helps to coordinate corporate and commercial calendars without losing dependencies, timings or responsibility.
milestones and campaignsFlows of approvalchannels and languages
Human GateThe team prioritizes, resolves conflicts and gives the go-ahead on the calendar.
Layer under construction↗
Social Listening Agent
It orders the conversation, detects signals and raises what requires reputational or operational reading.
mentions and enquiriessensitive topicsAlert thresholds
Human GateThe team interprets the signal and decides whether to respond, scale or observe.
Layer under construction↗
ATC Agent
It retrieves authorized information and prepares responses so that the service gains agility without improvising.
Protocols of attentionfrequently asked questionsClimbing routes
Human GatePeople review, respond to and assume any decisions or sensitive incidents.
Company Brain · Knowledge Foundation
Without shared memory, every response starts from scratch.
Public responsibilities, language, accessibility and trust.
Strategy, editorial lines, campaigns and passenger experience.
Who validates, when it scales and what an agent can never solve.
AenaBrain· Fonts Permissions · Validity · Trace
ContentCalendarListeningATC
The Brain is not a repository for accumulating documents. It is a governed base that indicates which source has authority, who maintains it, how long it is in force and which agent can use it.
In a public institution and critical infrastructure, this architecture protects continuity. It prevents a team change, outdated document, or out-of-context instruction from becoming an apparently correct response.
Without this basis, automating does not accelerate the service: it transfers risk to a state structure.
Human Gates
AI prepares. People respond.
Responsibility is not delegated. It is designed within the process.
The agent can
Search, order, summarize, compare, classify and prepare a proposal.
The team must
interpret the context, validate the source, decide the response and approve the publication.
The Scale System
Incidents, sensitive data, crises, operational doubts and any unforeseen situation.
In ATC, listening before responding is not a pause. It's part of the service.
Karmina, the agency behind the Studio
Why Karmina?
Behind Karmina AI Studio there is an agency with track record, team, scale and applied experience in real organizations.
Karmina · AI Studio · Criterio · Dunder Mifflin · Utopiq · Smart Team
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B CorpCertified companyYOUR START POINT
Tell us what you want to transform.
A summary of the challenge, the current process and the expected result is enough to begin to value a route of its own.
What this case shows
When introducing agents into a large organisation, technology is the final piece of the puzzle.
Before we need a team that knows the service, a coordinated operation, clear protocols, reliable sources and shared criteria. Aena allows us to explain it at scale: when communication affects millions of people, knowledge cannot live only in the heads of some people.
The promise of the agents is not to replace this team. It is to give him a common memory and more ability to think, decide and respond well.
Source and range
Real operations. An agent layer under development.
The data of the team, the UTE, Madrid and the ATC service come from the public case of Karmina. The Content, Calendar, Social Listening, and ATC Agents layer describes the work direction being built; it does not present itself as an AI deployment already validated by Aena.
Consult the original case ↗Let’s talk
Let’s talk about your communication system.
Tell us about your situation, even if the challenge is not fully defined. A member of our team will respond to understand the process and discuss a first step.
hello@karmina.ai