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Whitepaper: The acceptance of chatbotsChatbot for Public TransportationDelight passengers, reduce the burden on hotlines
An AI chatbot for public transportation answers passenger inquiries in real time, even when everyone is asking questions at once during service disruptions.
- Significant Relief for Your Passenger Service
- Timetables, tickets, and service disruption information in a single dialog box
- Integration with your systems, such as PTNova
What Passenger Information Systems in Public Transit Must Be Able to Do Today
Handling routine requests around the clock
Finding a connection, clarifying fare zones, buying a ticket, understanding service disruptions: These are the questions we receive day after day, in exactly the same form. A chatbot handles them consistently, without compromising the quality of the responses, even when the volume suddenly increases tenfold on a winter morning.
Be where the passengers are
One person messages through the app, another via WhatsApp on the platform, and a third reaches out via Instagram or Facebook Messenger. Once configured, a chatbot serves all these channels simultaneously, in over 100 languages and with the same voice as your transit agency.
Information that is generated during operation
Timetable data, fare rules, and service disruptions change by the minute. Instead of relying on a static list of FAQs, the chatbot accesses your information systems in real time, verifies user permissions, and provides only the information that is currently valid. “Frequently asked questions” are transformed into reliable, live information that can even guide users through multi-step processes.
BOTfriends X instead of a single-prompt tool or a large-scale enterprise project
When deciding on a passenger chatbot solution, public transit agencies often find themselves caught between two extremes: the quick, modular solution that falls short when it comes to providing accurate information, and the heavyweight integration project. BOTfriends X is deliberately neither of these.
Reliable information instead of guesswork
A tool that relies on a single prompt tends to quickly generate inaccurate information or lose the thread of the conversation when asked about rates or connections. BOTfriends X, on the other hand, integrates large language models with your own domain-specific logic and a verified knowledge base. This ensures that responses remain aligned with the status of your systems, right down to transactional processes such as booking a ticket.
You're in control
With BOTfriends X’s no-code approach, your organization retains full control over passenger information. Your team continues to maintain responses and workflows on its own. Our Solution Engineering team empowers you to work independently and is available whenever you need it.
Task Division Instead of a Single Prompt
Complex dialogs push a single-prompt chatbot to its limits because it must be able to recognize a request, verify the passenger, retrieve data, execute the task, and confirm the result—all at the same time. BOTfriends X distributes these steps among specialized agents that work together, much like the dispatch and customer service departments of a transit agency working hand in hand. A typical setup might look like this:
The triage agent categorizes the request
Whether it's looking up connections, asking about fares, buying tickets, or reporting a problem: This agent figures out what the issue is in a fraction of a second and forwards the call to the appropriate department or a specialized agent.
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 regulations to the lost and found office: Our system links your consolidated expertise directly to passenger management. For questions about rights in case of delays, accessibility, or route changes, the AI immediately provides the relevant information directly from your verified knowledge base. Your team benefits from a noticeable reduction in workload and consistent quality of information, while maximum IT security is ensured in the background: data entry processes in the ticketing system and subscription management are strictly separated from one another.
Why Public Transportation Agencies Work with BOTfriends
Automate most routine tasks
A well-designed chatbot resolves over 72.5% of recurring issues on its own. What remains are the tricky individual cases, which your service team can then tackle with a clear head.
Relief that’s noticeable right from the first month
Public transportation agencies save thousands of service minutes per month right from the start. It often takes only a few weeks before the system goes live.
Cushioning Peaks During Disruptions
In the event of construction work, service disruptions, or delays, the chatbot provides real-time updates and notifies affected passengers without them having to pick up the phone.
Operated in full compliance with data protection regulations
All data remains encrypted and is processed exclusively on European servers. BOTfriends X operates in compliance with the GDPR and meets the requirements of the EU AI Act.
What the public transit chatbot actually does
Check the schedule, fares, and route
The chatbot provides information on departure times, transfers, ticket prices, and fare zones instantly and in over 100 languages.
Provide information about disruptions and delays
The chatbot provides real-time updates on current operating conditions, construction work, and delays, helping to prevent customers from being put on hold during peak times.
Book tickets and resolve issues completely
By connecting to your systems, the chatbot handles the entire process—from identification and data retrieval to booking confirmation—without having to go through any other channel.
Sorting and Replying to Emails
Incoming passenger emails are automatically sorted by AI agents on the BOTfriends X platform, routed to the appropriate department, or answered directly. You decide how much of this process is automated.
Handed over to the service team in clean condition
If a case becomes too complex, the platform forwards the conversation—including the entire chat history—to a staff member (Human Handover). The passenger does not have to explain their issue a second time.
Automate Lost and Found Inquiries and Complaint Management
Whether it's a forgotten bag or feedback about a ride, the chatbot handles reports of lost items or complaints in a structured manner (e.g., route number, time, item) and significantly reduces the service center's workload by automating routine data entry.
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
The chatbot connects via open interfaces to public transportation systems such as PTNova, as well as to ERP and collaboration environments such as SAP or Microsoft Teams. Virtually any other backend system can be integrated via open APIs. It reads data in real time, triggers processes, and writes the results back to your systems.
It usually takes only one to two weeks before the system is ready for its first productive use. You don't need your own development team for this, because our Solutions Team will train you and provide support as needed.
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Frequently asked questions
Anything that is repetitive and can be answered based on set rules: schedule and fare information, route inquiries, ticket bookings, and information about service disruptions and delays. Thanks to its integration with your systems, the chatbot can also handle these processes from start to finish.
It resolves over 72.5% of recurring questions on its own. This helps public transportation agencies save around 10,000 service minutes starting from the very first month, especially on days with a high volume of inquiries.
Yes. It provides real-time updates on service disruptions, construction, and delays, and can proactively notify affected passengers instead of waiting for them to inquire.
Yes. All data is encrypted and processed exclusively on German or European servers. BOTfriends X is GDPR-compliant and meets the requirements of the EU AI Act.
Typically, the first functional chatbot is up and running within one to two weeks. BOTfriends supports you every step of the way—from concept through go-live to ongoing operations.