AI Integration Cuts Moscow Transport Support Response Time in Half

Moscow – The city’s transport network has introduced a new system for handling passenger inquiries, resulting in a 50% reduction in the average response time to requests.

A critical component of this upgrade was the incorporation of the Alexandra chatbot with the Single Window service, which is powered by artificial intelligence.

The virtual assistant now not only responds to standard inquiries regarding schedules and routes but also classifies complex requests that necessitate official clarification or in-depth analysis automatically.

The neural network identifies the subject of the inquiry and promptly redirects it to the appropriate specialized department within a cohesive digital ecosystem.

Key performance indicators of the system:

Speed: Utilizing machine learning algorithms, the time for generating a response has been decreased to under 2 seconds.

Context: The AI can maintain the dialogue’s logic, preventing repeated clarifications from passengers.

Accessibility: The “Alexandra” chatbot is available 24/7, handling the daily influx of questions regarding metro operations, surface transport, and other services.

Alongside digitalization, there has been an optimization of human resources.

All information center operators are now centralized in the Unified Dispatch Center.

This setup enables employees to access real-time data about the situation on the lines, allowing them to provide passengers with the most accurate information during unusual circumstances.

“Since 2025, AI has been utilized in our unique chatbot’s operation, enhancing its ability to address a wider range of inquiries with varying complexity,” remarked Maksim Liksutov, deputy mayor of Moscow for transport and industry.

“Alexandra chatbot has emerged as the first transport assistant in the country, based on two major language models.

“Thanks to a rating system for evaluation, users receive the most relevant and precise responses to their questions.

“By the year’s end, 80% of the chatbot’s knowledge base will be integrated with artificial intelligence in line with the Transport Development Strategy until 2030, endorsed by Moscow Mayor Sergey Sobyanin.”