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Whitepaper: The acceptance of chatbotsVoicebot for Public TransportationDelight passengers, reduce the load on hotlines
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 by phone
- Integration with your telephony system (SIP, PSTN) and systems such as PTNova or SAP
What Your Voicebot Needs to Do in Public Transportation Today
Automatically Handle Recurring Calls
Connections, fares, tickets, service disruptions: these calls come in every day and spike especially during delays and service cancellations. The voicebot handles them automatically and with consistent quality, even when everyone calls at the same time.
Available in real time, with no wait time
Especially when there are service disruptions, passengers want immediate information—not to be put on hold. The BOTfriends X voicebot answers every call immediately, in over 100 languages and with a natural-sounding voice, and seamlessly transfers the conversation to chat or email if needed.
Natural language instead of a rigid IVR menu
Schedules, fares, and service disruption information are constantly changing. Instead of “Say 1 for …,” the voicebot understands freely phrased requests, retrieves this data from your systems in real time, verifies permissions, and provides accurate responses. This transforms a voice menu into a reliable, real-time information service that can also handle multi-step processes.
Why BOTfriends X and not a traditional IVR hotline or an enterprise integrator?
Anyone looking for a service voicebot for public transportation today essentially faces two dead ends: inexpensive, modular tools that become unreliable during critical operations, or heavyweight integrator projects that take months and consume large consulting budgets. BOTfriends X avoids both.
AI-Native Voicebot Instead of an IVR Add-On
Traditional telephony platforms rely on AI built into rigid IVR trees and struggle with ambiguity and natural language, leaving passengers stuck on hold anyway. BOTfriends X is AI-native: multi-agent orchestration meets full-fledged telephony integration. Hybrid intelligence—combining large language models, your business logic, and a verified knowledge base—ensures accurate, up-to-date responses, even during data entry tasks such as booking tickets in your system.
Platform Sovereignty Instead of an Integrator Project
Stay in control of your passenger voicebot. No months-long integration projects with external consultants charging daily rates, no quarterly wait until go-live. With BOTfriends X’s no-code architecture, your voicebot will be up and running in just a few weeks. Your team can develop it 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
Shipment tracking with secure identification and write access cannot be squeezed into a single prompt without causing errors. BOTfriends X therefore distributes the task among specialized agents that work together under a central router. A typical setup might look like this:
The triage agent categorizes the request
The triage agent accurately categorizes the caller’s freely phrased inquiry in a matter of seconds. Whether it’s an order status, a return, or a complaint—the agent automatically and directly routes the call to the appropriate specialist.
The Schedule Agent provides real-time information
This process agent accesses your timetable system and live operational data directly in real time to retrieve connection information, current departure times, and any delays. This provides passengers with accurate, real-time information about their travel itinerary and alternative routes within seconds in the event of a disruption.
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 or provides fare advice directly in the background.
Expert knowledge to support the process, available at any time
From fare rules to the lost and found office: Our system seamlessly integrates your expertise into customer service. For questions about rights in case of delays, accessibility, or route changes, the AI instantly provides the exact answer from your verified database—ensuring consistent quality of information and noticeably reducing the workload on your team. The highest level of IT security is guaranteed: transaction processes in the ticketing system and subscription management run strictly separately from one another in the background.
That's why BOTfriends is the right partner for your e-commerce voicebot
Automatically Handle Recurring Calls
Most recurring calls can be answered automatically with a well-designed BOTfriends setup: connections, rates, tickets, and service disruptions. Your service team can then focus on the more complex cases.
Handle spikes in traffic without putting customers on hold
When there are delays or service cancellations, the volume of calls skyrockets instantly. The voicebot handles as many calls as needed at the same time and provides each passenger with up-to-date information right away, instead of putting them on hold.
Communicate Disruptions in Real Time
The voicebot provides real-time information over the phone about current service disruptions, construction, and delays, and can notify affected passengers if they ask.
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 voicebot can do in public transportation
Answer questions about schedules, fares, and routes
Connections, departure times, ticket prices, fare zones: The voicebot answers these questions immediately over the phone, in over 100 languages, with no wait time.
Communicating Disruptions and Delays
The voicebot provides real-time updates on current service disruptions, construction, and delays, and can assist affected passengers with further information.
Book tickets and handle requests end-to-end
By integrating with your systems, the voicebot handles processes such as ticket booking or providing information from start to finish—from identification and data retrieval to confirmation.
Handling Surge Calls During Outages
If an outage triggers hundreds of calls at once, the voicebot keeps the line open: It answers as many calls as needed simultaneously and provides each passenger with the same up-to-date information.
Seamless Transition to the Service Team
For complex issues, the platform seamlessly transfers the conversation to a staff member (human handover), including the full context, without the need for repetition.
Turn Conversations into Valuable Data
With our platform's analytics tools, you can analyze conversations completely anonymously. Identify pain points in customer service and use the aggregated feedback to continuously and efficiently improve 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 voicebots integrate with your telephony systems (SIP, PSTN) via open interfaces, as well as with public transportation-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 voicebot retrieves data in real time, performs actions, and returns results.
Depending on your requirements, it takes just a few weeks to launch your first functional voicebot. You don’t need to tie up internal development resources to do this: Our Solutions Team is here to support you every step of the way, without compromising on technical depth.
Do you handle over 2,500 service requests per month?
Maximum scalability with full ROI: Let our experts show you
how AI agents can autonomously resolve your issues 24/7 and significantly reduce your team’s workload.
Frequently asked questions
Anything that is recurring and rule-based: schedule and fare information, route inquiries, ticket booking, and information on service disruptions and delays. Through its integration with your systems, the voicebot also handles these processes end-to-end over the phone.
Most recurring calls can be answered automatically, without a hold. Especially during service disruptions, the voicebot handles as many calls as needed simultaneously and provides each passenger with up-to-date information immediately.
Yes. The voicebot 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 functional voicebots are often up and running in just one to two weeks. BOTfriends supports the entire process, from concept to launch and beyond.