Passengers can now enjoy the service provided by the first AI virtual service ambassador from the transportation sector in Hong Kong during their daily commutes. MTR’s Hong Kong Transport Services (HKTS) Business Unit has partnered with Charter Glory Corporation Limited, Set Sail Software, and Pantheon Lab Limited to bring to life “Tracy”, the AI-enabled and voice-controlled ambassador, who has provided a time-saving enquiry service to over 23,000 passengers and upgraded customer service to a new level at MTR stations by offering a range of smart features:
- Boosting Efficiency: Provide instant responses, enable faster and more human-like communications through speech-to-text
- Breaking Language Barriers: Multilingual capabilities ensure seamless conversations in Cantonese, Mandarin and English
- Delivering Personalised Assistance: Offer tailored support covering wayfinding, station facilities, local attractions, famous photo spots, and more!
- Supported by Professionals: Allow passengers to seamlessly reach out to the call centre and station staff through Tracy if needed
With Tracy's assistance, MTR is enriching how passengers interact with its services and delivering more efficient support than ever before. Currently, Tracy is ‘staffed’ at Quarry Bay and Kai Tak stations, with ongoing plans to expand her knowledge and skills.
“Tracy is transforming the way passengers interact and engage with our services, delivering innovative, personalised and efficient support like never before!” says Jackie Cheung, Chief Digital Development & Innovation Manager, Hong Kong Transport Services, MTR.
This innovative solution and the realisation of Tracy have been made possible through the invaluable contributions of MTR’s partners and HKTS colleagues, including Jackie Cheung, Lawrence Hui, Shera Lai, Anthony Lam, Gigi Lam, Cyrus Lau, Bonnie Leung, Wong Wai Tat, Wong Yan-jiang, Longman Ho and Hazel But.
Just as our parent company embraces future-proofed innovative solutions, MTR Lab remains at the forefront of smart city developments and seeks to collaborate with more like-minded partners in the future.
For information about MTR Lab, please visit https://www.mtrlab.com.hk/en/#what-we-do .
