LONDON – Transport for London (TfL) has taken a significant leap forward in customer service technology with the launch of its pioneering ‘TravelBot.’ This innovative social media tool, propelled by artificial intelligence, is set to redefine customer interaction by offering real-time assistance through Messenger. The TravelBot promises to inform users about bus schedules, provide service updates, and furnish Tube maps with remarkable ease.
With the aim of enhancing user experience, the TravelBot is designed to engage users seamlessly on the Messenger platform. By leveraging location data or bus stop codes, customers can effortlessly check bus arrival times, a particularly valuable feature for locations lacking countdown displays. Furthermore, users can stay abreast of bus service updates, including route diversions, and receive the latest information on Tube, TfL Rail, London Overground, DLR, and London Trams services. The TravelBot also offers access to various maps, including Tube, Night Tube, and rail maps.
Shashi Verma, TfL’s Director of Customer Experience, expressed enthusiasm about the TravelBot’s potential, stating, “This TravelBot will make it simpler for people using Messenger to get the information they need as they move around the city.” Verma anticipates that user feedback will be instrumental in refining the TravelBot over time.
As part of its commitment to innovation, TfL collaborates with technology firms worldwide to explore solutions that enhance transportation in London. The introduction of chatbots aligns with evolving consumer preferences, as evidenced by the increasing reliance on messaging apps for information access.
To access the TfL TravelBot, users can search for ‘TfL TravelBot’ on Facebook or visit facebook.com/tfltravelbot/ on a desktop computer.
For further information, visit tfl.gov.uk/open-data.
Reference:
- Mindshare UK 2016, ‘Humanity in the Machine’ mindshareworld.com/uk/about/ai-report
- More than 250 London Underground stations offer free Wi-Fi: tfl.gov.uk/campaign/station-wifi
