SFM will use AI to handle passenger queries and complaints

PalmMallorca Railway Services (SFM) has announced a doubling of the investment allocated to its new passenger information and assistance service. This service, part of a contract valid until 2030, will introduce an artificial intelligence (AI) system to provide automated responses to the most common queries. The contract allocates €1.16 million for the first two years, with the possibility of further increases, compared to the €483,418 budgeted for the 2020-2024 period. According to the Ministry of Mobility, this increase will allow for a shift towards a more comprehensive, accessible model, better adapted to the real needs of rail network users. Once the new framework is in effect, passenger information and assistance will be provided continuously, 24 hours a day, 365 days a year, with a faster response to incidents, timetable changes, or complaints. In addition, the service will expand its communication channels: screens and public address systems in stations, information systems on trains, a website, social media (Instagram and X), WhatsApp, and telephone support. The AI system will provide immediate and automated answers to frequently asked questions with an intuitive, multilingual design accessible to people with disabilities. Information coordination with the TIB bus service will also be strengthened to offer consistent and up-to-date information to users combining different modes of transport. The budget increase will allow for extended service hours, enhanced coverage during peak periods, and improved continuous monitoring of facilities, with the aim of reducing service disruptions and increasing the reliability and safety of the network.

By 2025, SFM had already installed 171 new information screens, deployed a real-time digital system, and was upgrading the station public address systems, as well as the train content management systems and the website, which will be launched soon.