Italian State Railways and IBM are working on creating a digital platform to provide more efficient services to travellers and improve customer experience.
They will, as we read in a note, with a new cloud-based cognitive solution, which will allow State Railways to provide customer support services more effectively for 24 hours a day.
In the context of a digital transformation process started several years ago with the Ibm Services division, with this new Italian State Railways project, it will offer customers a system that is always available to support their needs.
The new artificial intelligence solution will be able to communicate in natural language, and can provide personalized advice through a virtual assistant.
Depending on the preferences of travellers, even in terms of purchases made, the virtual assistant will be able to offer them personalized offers by speeding up and simplifying the choice and purchase, and in case of unforeseen events react by providing a solution or suggestions.
Enabled by Watson Assistant, Watson Natural Language Understanding, Watson Classifier and Watson Tone Analyzer, all available on the Ibm cloud, the solution is designed to allow a travel experience
As Gianluigi Castelli, President of the Italian State Railways Group, said in a note, We are studying how the state-of-the-art artificial intelligence solutions can offer custom travel experiences to our customers.
The new cognitive platform will give the operators of Ferrovie dello Stato Italiane an updated and timely perception of the services offered to customers, in order to be able to react in real time to any needs or suggestions expressed or to have a rapid reaction through tools of configuration of the
The platform will also need to increase the effectiveness of promotion campaigns, providing customers with personalised advice on offers available.