HungaryLogistics and transport2023 – ongoingHungarian State Railways
Elvira telephone assistant for domestic train information
Hungarian State Railways reported 333,000 passenger interactions with its AI phone assistant
Problem
MÁVDIREKT handled growing demand for telephone travel information. Routine domestic timetable questions competed with inquiries requiring more specialist attention.
Approach
Elvira entered service in January 2023 after almost a year of development. The AI assistant asked callers targeted questions and selected suitable domestic train schedules. From October 2023, callers using mobile phones could also request timetable and fare information by SMS.
Results
Takeaway
Elvira handled routine travel inquiries while staff dealt with more complex questions. The reported interaction count did not establish how many calls were resolved without staff.
Categories
- Size
- Large enterprise
- Industry
- Logistics and transport
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
MÁV reported Elvira's launch and its timetable and SMS functions. It credited the assistant with helping passengers on 333,000 occasions in 2023.
Full details are in the original sources.
