Russian Railways Uses AI to Anticipate Tourist Needs and Boost Service

Artificial intelligence is transforming customer service at Russian Railways by helping call center agents personalize travel recommendations.

Russian Railways is actively integrating artificial intelligence into its operations. At the Digital Industry of Industrial Russia (CIPR) conference, the company’s Deputy General Director, Evgeny Charkin, explained how AI is already helping staff anticipate the preferences of tourists.

The technology assists in responding to passenger inquiries about hotels, excursions, wellness retreats, and other tourism-related services. AI helps call center operators quickly tailor responses based on each customer’s preferences, improving the overall quality of service.

The system also allows the company to identify which services are most in demand among their target audience—valuable data for optimizing offerings. This leads to increased customer satisfaction and greater operational efficiency.

Another key advantage is the ability to analyze the full customer interaction cycle. The AI not only processes text input but also evaluates the tone and content of spoken interactions between operators and clients.