Through the combination of human and AI assistance, the project aimed to reduce waiting times for information on schedules, routes, fines, refunds, lost and found items, and tickets; manage real-time reports of disruption and provide timely updates; improve support for fragile groups, such as the elderly, people with disabilities, and tourists; and integrate information with the transportation company’s digital platforms for a smoother, more interconnected service. Last but not least is the need to constantly and punctually monitor user satisfaction and gather suggestions for adjusting coverage across the territory or improving management at peak times.
The strategy adopted is based on three key pillars: AI Digital Agents, such as chatbots and voicebots, to automatically answer frequently asked questions about schedules, detours, ticket and season ticket purchases, reducing the workload for human operators; Specialized Human Operators to handle more complex requests, complaints, personalized assistance for passengers with special needs, and handling emergency situations; and Integration with Corporate CRM to track every interaction, improve service quality, and predict future critical issues.
In public transportation, some recurring and widespread issues require targeted solutions to which GAP can provide a robust yet cost-effective answer. High wait times for information are dramatically reduced with the implementation of chatbots and voicebots that can respond to common requests in real time. Service changes are handled by AI Systems that send push notifications and customized voice updates. Specially trained human operators provide multilingual assistance and support for fragile users (elderly, disabled, tourists). Complaints and reports of faults or delays are handled by following an optimized workflow, with automatic ticket opening and alerting managers, including maintaining priorities of the most urgent cases.
Integrating a contact center with AI offers significant competitive advantages especially when dealing with peak requests during strikes, city events or adverse weather conditions. Improved user experience increases trust and positive perception of the service, and this is amplified by reducing errors in communication through automated management and tracking of interactions. Finally, flexibility and scalability, allow the service to be adapted to seasonal needs or extraordinary events, all without adding to costs.
Reggio Emilia
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Company name GAP S.r.l.u.
Via Antonio Pigafetta, 5 34147 – Trieste, Italy
VAT / CF number 01027540325
REA TS – 118829
Capital stock 100,000.00 €
GAP S.r.l.u.
Via Battisti, 2
34125 – Trieste, Italy
R&D: Udine
Offices: 12 in EU
Contact
T. +39 040 0648648
F. +39 040 0648647
toll-free number
800 91 31 32
POR FESR 2014/2020
Project 1
Project 2
PR ERDF 2021/2027
Project 1
Project 2
