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Logo-TMB.svg

 

Customer

service assistant

Transports Metropolitans de Barcelona (TMB) is the main public transport company in Barcelona and its metropolitan area. It plays a crucial role in the city’s urban mobility, enabling the movement of millions of passengers every day. Its mission is to provide an efficient, safe, and sustainable transport service, continuously adapting to the needs of its users and the demands of the urban environment.

 

Challenge:

TMB's need was to optimise customer service through digital channels by implementing an advanced assistant and integrating it with their mobile applications and ticket management tools.

Solution:

We developed a conversational assistant that efficiently responded to users' questions and incidents. In addition, we integrated this assistant into TMB's mobile applications, such as ibus and iMetro, to provide instant information without the need to access the website. Integration with Zendesk was also carried out to manage user enquiries and requests efficiently. This solution enabled TMB to offer faster and more effective customer service through digital channels.

 

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