Leipzig Public Transport Authority introduces an AI agent for customer service

Leipzig Public Transport Authority (LVB) operates the majority of the bus and tram network around the city of Leipzig and surrounding German region, transporting approximately 167 million passengers annually.

Challenge

Timetable inquiries were tying up LVB’s customer service phone lines. These recurring, time-sensitive questions required immediate answers and were preventing the service team from handling more complex or highly-personal issues. 

Solution

LVB deployed a Parloa AI agent to automatically answer timetable inquiries 24/7/365. By leveraging the agent, LVB eliminated menu navigation for passengers, allowing them to describe their request in natural language and receive appropriate answers immediately. The AI agent understands callers even when they don’t use the official name of the transportation stop but more regional-specific names, such as “Blechbüchse,” a Leipzig landmark and the nickname for a shopping center. 

Implementation

By working with Kinova, an experienced Parloa implementation partner, LVB was able to deploy an AI agent with all of the necessary knowledge and information that a passenger would receive from a human agent working within the customer portal.

“Digital solutions like our AI Agent combine service quality with cost-effectiveness, while speaking the language of our customers. This is how we intelligently bring everyday life in Leipzig and modern mobility together.”

• Sven Claus, Head of Sales and Customer Relations at Leipziger Verkehrsbetriebe.

Results

LVB experienced quick success with Parloa’s AI agent. Several hundred passengers use the AI Agent, with around 90% staying on the line through resolution. 

Initial results:

• 300+ passenger inquiries handled by the agent within the first few days

• 10% dropoff rate

• Only a small portion of calls transferred to a human

• 24/7 availability

For LVB’s service team, the AI Agent reduces its workload on standard inquiries, allowing the human agents to focus on more complex and personal issues. As processes become more efficient and resources are allocated more effectively, the average call duration also decreases.

What’s next

The AI agent is part of LVB’s long-term digital strategy. In the future, the company plans to expand the agent’s capabilities to communicate in multiple languages and work across more use cases, such as lost-and-found and fare-related inquiries.