BelgiumLogistics and transport2026 – ongoingBelgian National Railways (SNCB)
Mobi 2.0 passenger-service AI assistant
SNCB said Mobi 2.0 understood more than 99% of passenger questions
Problem
Passengers needed travel information outside staffed service hours and across different digital channels. SNCB wanted to improve how its virtual assistant understood their questions.
Approach
SNCB launched Mobi 2.0 in January 2026 using more advanced AI technology. It provided more natural responses in 4 languages across multiple digital channels. The assistant remained available around the clock.
Results
Takeaway
The reported understanding rate described question recognition; SNCB did not report an equivalent rate for correct answers.
Categories
- Size
- Large enterprise
- Industry
- Logistics and transport
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
SNCB described the January launch of Mobi 2.0 and its multilingual availability. It claimed the assistant understood more than 99% of questions.
Full details are in the original sources.
