Tokyo Metro introduces generative AI to improve customer service efficiency
As the largest public transportation system in Japan, Tokyo Metro is introducing generative artificial intelligence (AI) technology in the autumn of 2024 to respond to passenger inquiries submitted via email and the website. This initiative aims to enhance passenger convenience, reduce the burden on customer service personnel, and improve the overall customer experience. Tokyo Metro receives approximately 250,000 passenger inquiries annually, with 150,000 via phone and 100,000 via email. However, the existing online chatbot can only handle about 12,000 cases per year and cannot meet the diverse needs of passengers, being described as 'a masseur who can't find the right acupressure points'.
To address this issue, Tokyo Metro decided to collaborate with the AI technology company Allganize Japan to introduce generative AI technology. Through this technology, the new chatbot can generate more accurate answers from internal documents and official website information. For lost item handling, passengers can input the characteristics of the lost items in a dialogue format, allowing the system to collect necessary information in one go, avoiding repeated communication. Tokyo Metro has set an accuracy target of 70%, and responses are initially reviewed by customer service personnel to ensure reliability.
Source: Tokyo Metro The new chatbot can generate more accurate answers from internal documents and official website information
The Taiwan MRT system is actively introducing AI technology
Similar to Tokyo Metro, Taiwan's MRT system is also actively introducing AI technology to enhance service quality. Taipei MRT Corporation launched AI Smart Customer Service in November 2022 and recently added a 'General Incident Reporting' feature. Passengers needing immediate assistance at stations or on trains can access AI Smart Customer Service through the 'Taipei MRT Go' App, official website, or station QR Code, notifying the customer service center quickly via text without making a call.
Source: Taipei City Government Taipei MRT launched AI Smart Customer Service
In December of the same year, Taoyuan Metro Corporation established the first unmanned service station at A20 Hsingnan Station, providing voice and touch interaction through the virtual anime girl 'Feifei'. Passengers can inquire about travel information and nearby attractions, enhancing convenience and a sense of technology in their travels.
Source: Taoyuan Metro The virtual anime girl 'Feifei' launched by Taoyuan Metro provides voice and touch interaction
Although Kaohsiung MRT Corporation launched the 'Kaohsiung Smart Robot' service in collaboration with Chunghwa Telecom and ADATA Technology in 2018, with the names 'Jeffrey' and 'Jessica', capable of providing station information, tourist attractions, and other diverse services through voice conversation, its performance seems to have fallen short of expectations.
Source: Kaohsiung MRT Kaohsiung MRT Corporation launched the 'Kaohsiung Smart Robot' in 2018
AI technology assists in the development of smart transportation
In addition to the customer service industry, Taiwan's MRT system is also applying AI technology in other areas. Kaohsiung MRT Corporation has collaborated with Wistron Technology to introduce drones, artificial intelligence, and 5G technology to enhance the efficiency and safety of bridge and tunnel inspections. Through the AI one-click automatic inspection function, drones can complete daily or post-disaster inspection tasks, shortening what used to take several hours of manual work to just a few minutes and improving the accuracy of inspections.
With the rapid development of AI technology, transportation operators in Taiwan and Japan are actively applying it to enhance service quality and operational efficiency. Tokyo Metro's successful experience provides a reference example for Taiwan, while various MRT systems across Taiwan are continuously innovating, integrating AI technology to create smart transportation, bringing better travel experiences to passengers.
