Artificial Intelligence in Public Transport

Passengers benefit from AI right from the planning stage of their journey. AI-based predictions consider both current and historical data, ensuring that departure times can be predicted much more reliably. Such predictions are already integrated into the Intermodal Transport Control System MOBILE-ITCS nextGen. Vehicle occupancy can also now be
estimated far more accurately. MOBILEguide uses a patented method that combines AI, realtime data, and historical passenger counting data, also factoring in how many passengers are expected to board or alight at the next stops. This results in more precise predictions of vehicle occupancy.

For passengers, this means:

• less uncertainty when planning journeys
• better information to help choose the most
  suitable connection
• the option to specifically select less crowded
  journeys
   

Predictions are available across all information channels – from wayside displays to mobile apps.

AI can also provide direct support to passengers during their journey. The white-label app URmove offers users an intelligent digital travel assistant.

Chatbots or digital avatars answer questions about connections, fares, or tickets in natural language. Even in the event of disruptions, passengers can receive rapid assistance and, for example, modify bookings independently.

The AI also generates personalized recommendations, taking into account factors such as:

• preferred modes of transport or routes
• desired transfers or direct connections
• accessibility requirements
• predicted vehicle occupancy
   

As a result, passengers receive tailored route suggestions and can quickly identify the connection that best suits their needs.

Passengers also benefit from AI when contacting customer service. Enquiries via email, chat, phone, or social media can be automatically recognized, sorted, prioritized, and directed to the appropriate staff members.

By linking to back-end systems such as the customer management and sales system PTnova, many enquiries can even be answered automatically – in a personalized way and without long waiting times.

When creating or updating products that require authorization, for example identity cards, driving licences, or student cards, these can be verified automatically, streamlining the processes. Automating these steps saves time in customer service centres and back-office operations, while passengers can purchase the desired product immediately online.

For passengers, the benefits include:
 

• faster responses
• less bureaucracy
• easier digital ticket purchases.

Artificial intelligence can also help passengers feel safer when using public transport. CCTV data from vehicles can be analysed automatically in real time, allowing control centres to detect safety-related situations early and respond quickly if needed.

Data privacy is always ensured: AI automatically anonymizes recordings. Relevant sequences can only be evaluated (de-anonymised) when necessary, such as in cases of criminal offences.

AI is a real game changer for public transport. We would be happy to explain these or other use cases in detail. If you have ideas about where our expertise could support you, please get in touch.