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Whitepaper: The acceptance of chatbotsAI Agent for Public TransportationAutomated, scalable, ready for immediate use
An AI voicebot for public transportation automatically answers passenger calls and provides real-time information 24/7 without a wait.
- Significant relief for your service team, especially during outages
- Real-time information on schedules, tickets, and delays
- Integration with systems such as PTNova or SAP
What Your AI Agent Must Be Able to Do in Public Transportation Today
Automatically Handle Recurring Calls
Issues such as connections, fares, tickets, or service disruptions come up every day and spike in number, especially during delays and cancellations. The AI agent resolves them automatically and with consistent quality, even when everyone is making inquiries at the same time.
A presence across all channels, in every language
Passengers choose the channel: by phone, via chat on the website, app, WhatsApp, Facebook Messenger, or Instagram, or by email. The BOTfriends X AI agent operates across all channels and in over 100 languages, with a single configuration and brand voice.
Contextual Answers Instead of Just FAQs
Schedules, fares, and service disruption information are constantly changing. The AI Agent retrieves this data in real time from your systems, verifies permissions, and provides accurate responses. This transforms simple FAQ answers into reliable, real-time information that can also handle multi-step processes.
Why BOTfriends X and not a single-prompt solution or an enterprise integrator?
Anyone deciding today on a passenger AI agent essentially faces two dead ends: the quick, modular solution, which falls short when it comes to providing accurate information, and the heavyweight integrator project. BOTfriends X avoids both.
Hybrid intelligence instead of unstable single-prompt solutions
Forget about basic AI tools that give inaccurate answers or get the context wrong when providing schedule or fare information. BOTfriends X combines large language models with your business logic and a verified knowledge base. The result: accurate, up-to-date answers—even during transactions such as booking tickets in your system.
Platform Sovereignty Instead of an Integrator Project
Take back control of your public transit AI agent. No months-long integration projects with external consultants charging daily rates, no months-long wait until go-live. With BOTfriends X’s no-code architecture, your AI agent will be up and running in just a few weeks. Your team can develop everything on its own. If you need help, our Solutions Team is here to support you whenever you need it.
Multi-Agent Orchestration: Teamwork Instead of Monolithic Prompts
A simple bot struggles with complex dialogs because a single AI instruction is supposed to handle everything at once: understand the request, identify the passenger, retrieve data, perform the action, and send a confirmation. BOTfriends X works differently. Specialized agents divide up the work, just like a well-coordinated service team, across all channels. A typical setup might look like this:
The triage agent categorizes the request
Classifies the inquiry immediately, whether by phone or chat. The triage agent recognizes the context and automatically forwards the conversation to the appropriate contact person or specialized agent.
The Schedule Agent provides real-time information
This process agent directly accesses your schedule system and live operational data to retrieve connection information, current departure times, and any delays. This allows passengers to receive accurate, real-time information in a matter of seconds.
The rates agent advises customers
The Fare Agent is fully versed in the entire fare system, including all special rules, passes, and regional fare limits. He advises customers on tickets and processes bookings directly in the background.
Expert knowledge to support the process, available at any time
From fare regulations to the lost and found office: The system seamlessly integrates your service policies into customer service. If there are any uncertainties regarding rights in the event of delays, accessibility, or route changes, the AI immediately provides precise information from the verified database—ensuring consistent advice and noticeably reducing the workload on the team. The highest level of IT security is guaranteed: data entry processes in the ticketing system and subscription management are systematically isolated in the background.
That's why BOTfriends is the right partner for your public transit AI agent
Automatically Resolve Recurring Issues
Over 80% of frequently asked questions can be answered automatically with a well-designed BOTfriends setup. Your service team can then focus on the more complex cases.
Noticeable relief starting in the first month
Public transportation companies report savings of about 10,000 service minutes per month right from the start. The first production-ready AI agents are often up and running in just a few weeks.
Communicate Disruptions in Real Time
The AI agent provides real-time information about current disruptions, construction, and delays, and can suggest alternatives to affected passengers.
GDPR-compliant and Made in Germany
All data is encrypted and processed exclusively on European servers. The BOTfriends X platform is GDPR-compliant and meets the requirements of the EU AI Act.
What the BOTfriends AI Agent Can Do in Public Transportation
Answer questions about schedules, fares, and routes
Connections, departure times, ticket prices, fare zones: The AI Agent answers these questions instantly—whether by phone or chat—in over 100 languages, with no wait.
Communicating Disruptions and Delays
The AI agent provides real-time updates on current service disruptions, construction, and delays, and can offer advice to affected passengers.
Book tickets and handle requests end-to-end
By integrating with your systems, the AI Agent handles processes such as ticket booking from start to finish—from identification and data retrieval to confirmation.
Classifying and Responding to Emails
Incoming passenger emails are automatically classified, forwarded, or answered directly via the BOTfriends X platform—with a level of automation that you can define yourself.
Seamless Transition to the Service Team
For complex issues, the platform seamlessly transfers the conversation to a representative (human handover), including the full context, so the customer doesn't have to repeat everything.
Targeted Performance Analyses for Your Business
Using the platform's precise analytics tools, you can analyze customer interactions in an anonymized form. You'll benefit from precise metrics that help you identify potential weaknesses in your processes.
A Success Story from the Public Transportation Industry
Why service teams trust our AI Agent platform: Experience maximum process acceleration on a platform that redefines security and performance for complex enterprise structures.
"Service with absolutely no wait times"
“With our chatbot, customers can get answers to many of their questions right away, without having to worry about long wait times (by phone, at the customer service center, or via email). The collaboration was open and goal-oriented, which allowed us to implement our project efficiently.”
Integrated into your system environment in just a few weeks
- No dedicated IT team required
- GDPR-compliant & hosted in the EU
- Made in Germany
BOTfriends AI agents connect via open interfaces to your telephony systems (SIP, PSTN), your chat channels, public transit-specific systems such as PTNova, and ERP and collaboration tools such as SAP and Microsoft Teams. Virtually any backend system can be integrated via open APIs. The AI agent retrieves data in real time, performs actions, and returns results.
The first productive AI agents are typically up and running in just a few weeks. You don't need your own development team, yet you still get the full technical depth if you want to take a closer look.
Chatbots from our customers
This chatbot is a fully integrated solution that connects to internal interfaces to handle, for example, rate and call information, complaints, and service disruption reports end-to-end.
The VAG chatbot primarily handles FAQs, thereby significantly reducing the workload on customer service. This digital solution allows customer inquiries to be answered more quickly and around the clock.
Do you handle over 2,500 service requests per month?
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how AI agents can autonomously resolve your issues 24/7 and significantly reduce your team’s workload.
Frequently asked questions
All recurring and rule-based tasks: schedule and fare information, route inquiries, ticket reservations, and information on service disruptions and delays—via phone, chat, and email. Through integration with your systems, the AI agent also handles these processes end-to-end.
More than 72.5% of frequently asked questions can be answered automatically. Public transportation agencies report saving about 10,000 service minutes per month, starting as early as the first month.
Yes. The AI agent provides real-time updates on service disruptions, construction, and delays, and can proactively notify affected passengers.
Yes. All data is encrypted and processed exclusively on German or European servers. The BOTfriends X platform is GDPR-compliant and meets the requirements of the EU AI Act.
The first productive AI agents are often up and running within one to two weeks. BOTfriends supports the entire process, from conception to launch and beyond.