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CASE STUDY
TRANSFORMING CUSTOMER SERVICE WITH AI: A PUBLIC TRANSIT SUCCESS
Implementing AI has not only expanded our internal knowledge but also put us on the radar externally. It’s fascinating from many perspectives—AI, technology, and being more attractive to potential employees. Overall, the project has been very successful. We’ve achieved what we set out to do: develop a solution every customer service employee can use. We are very satisfied with the results and look forward to future collaborations.
BACKGROUND
Västtrafik, the public transport authority for Västra Götaland, handles over 380 million journeys annually across buses, trains, trams, and ferries. With rising customer queries, they wanted to improve service quality, simplify operations, and enhance staff training. Partnering with Nexer Insight, they set out to modernise customer service using AI.
CHALLENGEs
Västtrafik needed to:
– Speed up response times
– Improve onboarding for new staff
– Ensure consistent, accurate customer data
– Build a scalable solution to support future growth
SOLUTIONs
Together with Nexer Insight, Västtrafik introduced an AI chatbot powered by GPT-4 Turbo, drawing from a single data source to ensure consistent answers. It also supports non-Swedish-speaking staff by handling Swedish language queries naturally and is being expanded to support multiple languages. The solution is built on Databricks and Microsoft Azure, leveraging these platforms for scalability, speed, and seamless integration with existing systems.
BENEFITS & RESULTS
– Faster, more accurate responses for customers
– Shorter training time for new staff
– Scalable infrastructure ready for future needs
– Improved service quality and customer satisfaction