Renfe will introduce a virtual assistant with artificial intelligence on its website

Will offer an option to buy tickets

Dec. 29 () –

Renfe is studying the implementation of a virtual assistant equipped with artificial intelligence in its web and app channels, to offer automated help on issues related to its railway services.

The public company has already put out to tender a contract to find a company to be responsible for the creation and introduction of this new digital tool for an amount of 210,000 euros, according to the minutes consulted by Europa Press.

The objective is to decongest users’ telephone and in-person use when seeking solutions to their questions, maintaining natural language and providing answers based on updated content.

The solution will interact with end users and simulate a conversation through responses trained according to the Renfe Group’s information repositories, using Generative Artificial Intelligence and also contemplating the inclusion of real-time information obtained through integrations with services available in Renfe.

The successful bidder will offer a complete solution that will contemplate the design and construction of the virtual agent, its launch into production on Renfe channels, including security plans, testing and deployment, operation and monitoring of the solution after its launch, as well as the correction and implementation of evolutionary processes, which guarantee established quality criteria.

The assistant will not be limited only to answering frequently asked questions, but will also be able to offer the option of purchasing a ticket, repeating a frequent action or referring to other channels to continue the processes.

This virtual assistant with AI is complementary to the contracts that Renfe already awarded last year to update and modernize its ticket sales and reservation system.

Specifically, it awarded a joint venture of Accenture and Evolution Cloud Enable the design, construction, maintenance and operation of the new Renfe ticket sales and reservation system for 78.6 million euros, and Sqills Products BV the implementation, configuration and operation. of a Passenger Service System (PSS), for 85.5 million euros.