UK: Third-party ticket retailer Trainline has rolled out an AI-based assistance tool in its app. This can respond to natural-language questions to provide information such as ticket conditions and real-time travel details, as well as helping to issue refunds.
It is now available to UK iOS app users, with Android to follow. Trainline says 88% of queries are handled to completion by the AI agent, and where this is not possible, users are connected to Trainline’s customer service team.
‘This is just the start – the Assistant is learning all the time and we’re continuing to scale up the agentic AI system which supports it’, Trainline CTO Mike Hyde said on June 9. ’We are working towards an experience where customers no longer need to be limited by the app’s functionality and select from drop downs or enter search terms. Instead, they’ll be able to just ask in their own words and the Assistant will provide personalised help, or take action on their behalf, empowered by the context it has gathered.
‘Imagine having a personal rail expert in your pocket available whenever you need them, to help with your journey and your ticket.’
