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TfL launche social media tool for improved customer service
TfL launche social media tool for improved customer service

TfL launch social media tool for improved customer service

Transport for London (TfL) has launched an innovative social media tool that is at the forefront of customer service technology.

Known as ‘TravelBot’, the new tool will help TfL deal with the large number of queries it receives each day, making it easier for customers to receive relevant information.

Powered by artificial intelligence, TravelBot will “chat” with TfL passengers via Messenger, providing information such as when their bus is due to arrive, service updates and tube maps.

If passengers need to actually speak to somebody at TfL, the social media tool can instantly link a customer to an agent, saving more time and making queries easier to solve.

The intelligence of the TravelBot tool is such that it will become more precise as people start to use the service and TfL isn’t stopping there. As time progresses, journey planning information and status alerts are features that will be added to this original product.

Shashi Verma, TfL’s Director of Customer Experience, described the introduction of TravelBot as a “major step forward.”

“Millions of people already use our Journey Planner and social media channels to help them get around London, and we are constantly seeking new ways to make the process even easier.

“This TravelBot will make it simpler for people using Messenger to get the information they need as they move around the city.

“We think that this initial version will be a major step forward in how we provide travel information to our customers and we look forward to their feedback to help us improve the product over time.”

With the TravelBot tool, customers will be able to check when their bus is due by just sharing their location, or providing the bus stop code of where they are at. Any information on bus diversions are also easily accessible.

Service updates can be found for TfL, the Tube, London Overground, DLR and London Trams.

Technology companies all over the world work with TfL, which will result in even more improvements in London’s transport system thanks to tools like TravelBot continuing to evolve.

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