Deutsche Bahn’s artificial intelligence: the robot must answer customers’ questions

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was standing: 08/15/2023, 7:28 PM

from: Maximilian Jang

In the future, an AI-powered robot will answer typical Deutsche Bahn customer questions. But before that, technology must become more human-like.

Cologne – Is this the Deutsche Bahn (DB) of the future? In the future, the group will increasingly rely on artificial intelligence (AI) in its operations. Whether controlling S-Bahn traffic, maintaining trains or anticipating delays – intelligent assistants must make railways more attractive to customers. DB customer service is also undergoing a major change.

Deutsche Bahn prepares for the future: AI bots answer typical questions

In collaboration with the Technical University of Cologne, developers at Deutsche Bahn are currently working on improving the artificial intelligence-based speech dialogue system “Semmi” (human-machine social interaction and empathy). In the future, technology should answer typical, frequently asked questions from travelers around the clock — similar to Siri or Alexa language software. This aims to improve communication with customers at Deutsche Bahn, prevent queues and relieve service staff, the mobility group said.

According to Deutsche Bahn, the “Semmi” AI system can be used in different domains and formats, for example as a digital avatar on screens at the “DB Video Travel Centre”, as a voice robot in a customer hotline – or as a 3D robot in train stations. “Semmi got their know-how from the DB developers, who made the robot’s head fit for travelers’ questions. Semmi should interact with customers the same way you’d get used to from people in customer service,” says the company.

AI bots in Deutsche Bahn customer center? Technology must first learn how to interact with people

Technology must become more human-like. Today’s language systems understand simple language commands and queries, but they are still quite static. In the future, “Semmi” will be equipped with a so-called “conversational AI”, which can also express appreciation, for example. Deutsche Bahn writes: AI must learn how to appear in order for users to feel wise – for example by smiling or raising their eyebrows. Cultural habits should also make interactions with AI more realistic.

“Semmi” is a “learning system”. This means that with every question the AI ​​system is asked, it learns something new. That’s why technology needs one thing above all else to improve: practice. “Semmi” has already completed a number of pilot operations, for example at Frankfurt Airport in spring 2018. The information bot has helped travelers about 4,400 times in four weeks to get to the right gate, find a specific restaurant or use WLAN in order to connect, he announced. the airport.

The AI ​​robot “Semmi” has already completed trial tests – the majority of customers are satisfied

And the bot was well received: 75 percent of people surveyed rated their exchange with “FRAnny,” as “Semmi” was called based on its test site at Frankfurt Airport, positively. Further testing followed at Berlin Central Station, the station in Newcastle, the United Kingdom and Japan. In what form and when the system will be used at Deutsche Bahn in the future remains open.

Carriers are also preparing for the future in other areas. Recently, the NRW Ministry of Transport held a state competition for the use of AI technology in public transport. She won four projects and is now receiving financial support. In Monnheim, some buses run completely independently through the historic old town. (MG) Fair and independent information about what is happening in NRW and Germany – sign up for the free 24RHEIN newsletter here.