Train operators are the first to know about service
disruptions, and now independent ticket retailer Trainline is tapping into that
knowledge to keep commuters better informed.
Using natural language processing, Trainline’s app will now “read”
and analyze train operators’ Twitter feeds, since the company says those
operators often tweet about service disruptions before the national rail data
feed receives updates.
The system uses artificial intelligence to classify the
importance of the tweets and to determine which stations and trains are
affected. The data is then incorporated into the responses that Trainline’s
Google Assistant app provides if a traveler asks questions such as “How is my
commute doing” or “Is this train running on time.”
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The app can also show users when the disruption started, how
it has unfolded and what is being done to fix it.
“We’re proud to be launching another industry first. Through
our voice app - designed to be used on the go - we can now offer customers
faster and smarter updates on their journeys, helping them limit the impact of
rail disruption,” says Dave Slocombe, senior director of product at Trainline.
“By creating an AI that can read information being shared on
train operators’ Twitter feeds, we were able to overcome a key challenge in
collecting data quickly from a variety of different sources. It’s another
example of how Trainline is harnessing the power of AI, big data and voice tech
to make travel a smoother experience for everyone.”
Trainline is launching the service in beta for travelers in
the United Kingdom.