Case study
EMT needed to gain a better understanding of its customers' needs
The goal is to improve the user experience and the planning of their services.
Madrid's Municipal Transport Company (EMT Madrid), committed to providing an efficient and sustainable public transport service, has implemented a Generative AI solution based on IBM WatsonX to automate responses at its customer service center. This solution has optimized operational management and improved the user experience, solidifying EMT Madrid's position as a leader in urban transport innovation
Another objective achieved is to gain knowledge of how EMT's customers perceive its service, categorizing each service ticket and analyzing the sentiment of each message
30%
Reduced response time
25%
Reduction in operator costs
40%
Increased responsiveness
The biggest challenge was designing an AI agent that could process customer requests in real time, arriving through any channel, and propose automated responses and solutions to their demands.
- User experience: It was crucial to improve passenger satisfaction through accurate information and personalized services.
- Sustainability: Extending hours to a 24/7 service required an increase in costs that needed to be optimized.
- Operational complexity: Coordinating an extensive network of buses and services required advanced tools for real-time decision making.
- Efficiency and optimization: The increase in customers and services of the company required tools that would allow reducing customer response time.
Virtual Desk developed an AI-based solution that included:
- Intelligent management platform: An AI-based system that analyzes real-time data to optimize routes, schedules, and resource allocation.
- Demand forecasting: Machine learning algorithms to anticipate usage peaks and dynamically adjust transport supply.
- Enhanced user information: AI-based tools to provide passengers with real-time information on schedules, incidents, and alternative transportation options.
- Optimized sustainability: AI models to reduce fuel consumption and emissions through efficient route planning.
- Data security: Compliance with GDPR to ensure the protection of user information and operational data.
Our collaboration with Virtual Desk and its AI-powered solution has transformed how we manage public transport in Madrid. We now offer a more efficient, sustainable, and passenger-centric service.
Our platform guarantees accurate, real-time data exchange between institutions, improving reliability and providing a more efficient service for dependent individuals.
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