Artificial Intelligence arrives on the Madrid Metro: this is how it will change the traveler experience
The Community of Madrid has launched a new Metro customer service channel that uses Artificial Intelligence to respond to inquiries.
In this way, the regional government reinforces its commitment to innovation in public transport through a system that will be operational both on WhatsApp, on the phone number 900 444 404, and on the Madrid underground website.
This new tool, known as a chatbot, will allow for immediate resolution, 24 hours a day, 365 days a year, of questions related to frequencies, rules of use, accessibility, or extensions, as well as calculating routes with real-time data on incidents , train traffic, and elevator status.
It will also have updated information on the new fares that will be in effect from July 1st or on the alternative bus service that covers the section affected by the closure of Line 6. This tool is available in both Spanish and English , thus facilitating communication with international visitors who use the network to travel around the region; for now, it seems that there are no plans to extend it to more languages.
Furthermore, it not only allows interaction via text messages but also incorporates audio notes, offering a more convenient and faster solution for travelers. If the virtual assistant is unable to successfully complete a query after a maximum of three attempts, it will inform the user that they can forward the conversation to a human agent , who will then take over from the Interactive Customer Service Center to provide the appropriate response.
eleconomista
