Tokyo Metro uses AI to handle customer service issues, with an accuracy rate of up to 70%. Taiwan also has a similar system?

Tokyo Metro introduces generative AI to improve customer service efficiency

As the largest public transportation system in Japan, Tokyo Metro will introduce generative artificial intelligence (AI) technology in the fall of 2024 to respond to passenger inquiries submitted through email and the website. This initiative aims to enhance passenger convenience, reduce the burden on customer service personnel, and improve overall customer experience. Tokyo Metro receives approximately 250,000 passenger inquiries each year, with 150,000 via phone and 100,000 via email. However, the existing online chatbot can only handle about 12,000 inquiries per year and cannot meet the diverse needs of passengers, likened to a 'massage therapist who can't find the acupuncture points'.

To address this issue, Tokyo Metro has decided to collaborate with AI technology company Allganize Japan to introduce generative AI technology. With this technology, the new chatbot can generate more accurate answers from internal documents and official website information. In terms of lost and found handling, passengers can input the characteristics of the lost item in a conversation format, allowing the system to collect the necessary information at once to avoid repetitive communication. Tokyo Metro has set the accuracy target at 70% and will have customer service personnel conduct preliminary review before responding to ensure reliability.

Source: Tokyo Metro The new chatbot can generate more accurate answers from internal documents and official website information.

Taiwan MRT system actively introduces AI technology

Similar to the Tokyo Metro, Taiwan's MRT system is also actively introducing AI technology to enhance service quality. Taipei Metro Company launched AI smart customer service in November 2022, and recently added the 'General Event Reporting' function. Passengers in stations or trains can access AI smart customer service through the Taipei Metro Go app, official website, or station QR codes to notify the customer service center and quickly obtain relevant services through text messaging without making a phone call.

Image source: Taipei City Government Taipei Metro launches AI smart customer service

In December of the same year, Taoyuan Rapid Transit Corporation built the first unmanned service station at A20 Xingnan Station, using the virtual animated girl 'Feifei' to provide voice and touch interaction. Passengers can inquire about riding information, merch attractions, etc., to enhance the convenience and sense of technology of taking the train.

Image source: Taoyuan MRT. The virtual anime girl 'Feifei' launched by Taoyuan MRT provides voice and touch interaction.

Although Kaohsiung Rapid Transit Corporation collaborated with Chunghwa Telecom and Apacer Technology to launch the “Gaojie Mengbobao” smart robot service in 2018, with the names “Jiefurui” and “Jiexika” respectively. They can provide a variety of services such as station information and tourism attractions through voice conversations. However, it seems that their performance is not as expected.

Source: Kaohsiung MRT Kaohsiung MRT launched the "Gaojie Moe" intelligent robot in 2018

AI Technology Helps the Development of Smart Transportation

In addition to the customer service industry, Taiwan's MRT system also applies AI technology in other aspects. Kaohsiung MRT company cooperates with Wistron Corporation to introduce drones, artificial intelligence, and 5G technology to improve 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, reducing the manual operation that originally took several hours to just a few tens of 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 improve service quality and operational efficiency. Tokyo's subway experience has provided Taiwan with a reference model, and Taiwan's metro systems are constantly innovating, combining AI technology to create smart transportation and bring passengers a better riding experience.