BLOG: Conversational AI, service automation… and how it can transform the transport sector.
Digital assistants, also known as virtual assistants or chatbots, are software programs designed to assist and communicate with humans in a natural and intuitive way. In the transport sector, digital assistants can provide a range of benefits to passengers, support the industry in adhering to regulatory requirements, and improve overall efficiency and customer service.
Our work with Transport for Wales (TfW) has highlighted some of the major benefits of using digital assistants. Here’s just a few of those benefits…
One of the main benefits of digital assistants in the transport sector is the ability to provide passengers with real-time information and assistance. For example, a digital assistant could be integrated into a transport company's website or mobile app, allowing passengers to easily access information about schedules, routes, fares, and delays. Digital assistants can also help passengers with ticket purchases, seat reservations, and other booking tasks, providing a convenient and efficient way to plan and manage their journeys.
In addition to helping passengers, digital assistants can also support the transport industry in meeting regulatory requirements. For example, digital assistants can be programmed to provide passengers with important safety information and instructions, such as emergency evacuation procedures or requirements for the use of personal protective equipment. Digital assistants can also assist with compliance reporting, helping transport companies to track and document their adherence to regulatory standards.
Another benefit of digital assistants in the transport sector is the ability to improve overall efficiency and customer service. By automating routine tasks and providing fast and accurate responses to common customer queries, digital assistants can free up staff time and resources, allowing transport companies to focus on more complex and value-added activities. Digital assistants can also help transport companies to better understand their customers' needs and preferences, enabling them to tailor their services and offerings to meet the demands of their passengers.
In conclusion, digital assistants can provide a range of benefits to the transport sector, its passengers, and the industry as a whole. By offering real-time information and assistance, supporting regulatory compliance, and improving efficiency and customer service, digital assistants can help transport companies to better serve their passengers and stay ahead of the competition.
Here’s what Barry Lloyd, Head of Customer Experience and Innovation had to say about TfW’s digital assistant recently…
