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Transport for London (TfL) has launched a new social media tool, ‘TravelBot’, that will advance customer service technology.
The technology is powered by artificial intelligence (AI) and enables customers to ‘chat’ via Messenger to discover when their bus is due to arrive, as well as receive service updates and access Tube maps. Customer service queries will also be enhanced via the TravelBot.
Because of the AI usage, the technology will ‘learn’ the users regular searches and commutes and become even more precise. TfL will explore the possibility of further features in the future including providing journey planning information and status alerts.
Shashi Verma, TfL's director of customer experience, said: “Millions of people already use our Journey Planner and social media channels to help them get around London, and we are constantly seeking new ways to make the process even easier. This TravelBot will make it simpler for people using Messenger to get the information they need as they move around the city. We think that this initial version will be a major step forward in how we provide travel information to our customers and we look forward to their feedback to help us improve the product over time.”