The SBB’s virtual assistant – the voice of the future?
“Hey Google, ask SBB: when is the next train from Bern to Lucerne?” Timetable information, ticket prices, information on train occupancy rates and any potential delays – you can now get all this information with voice control!
More than 50% of all search queries worldwide will be carried out by voice recognition by the end of 2021, according to recent studies. SBB is now providing a virtual assistant to ensure that we can meet customer needs on voice-controlled communication channels.
SBB’s virtual assistant is based on Google Actions and is available on smart speakers, smart displays and mobile phones (with Google Assistant). So that the dialogue is as natural as possible, we use Natural Language Understanding (NLU) to conduct dialogue with customers. This means that the context of a conversation is taken into account.
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Immerse yourself in the world of voice control and get to know our virtual assistant.
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Immerse yourself in the world of voice control and get to know our virtual assistant.
There are a wide range of possible uses, which provide added value for customers: simplified service at ticket machines; automatic responses to common or recurring customer enquiries; voice-controlled searches for leisure ideas and leisure travel offers; and operation of the SBB Mobile app using voice commands.
SBB is currently examining how much added value the technology offers customers and which other areas voice-controlled communication could be extended to.
The SBB virtual assistant can be activated with just a simple “Hey Google, talk to SBB” or “Hey Google, ask SBB”. You can then ask any questions you have about the timetable or ticket prices.
A one-year market test will start in November 2020, after which other possible uses and stages of expansion will be considered. For example, ticket purchase through SBB virtual assistant is another major goal. Further plans involve bike tickets, information about the train such as dining cars, family compartments and taking a bicycle on the train, as well as information on travelcards. We also plan to make the virtual assistant available in other languages in the future as well.
Questions and answers about the SBB virtual assistant.
All you need is a smart speaker or a smart display that supports Google Assistant. SBB’s virtual assistant is also available on every smartphone with Google Assistant installed.
You can try out the SBB virtual assistant either at home (if you have a smart speaker) or on your smartphone when you’re out and about.
The SBB virtual assistant provides information on the timetable (for example, “When is the next train from Zurich to Basel”) and on ticket prices. It also provides information on the occupancy rate and on delays for requested connections. By connecting your SwissPass account, you can save a “Home” and “Work” location. That way, you can find your next connection home or to the office much more quickly and receive personalised price information taking into account GA and Half Fare Travelcards.
Currently the SBB virtual assistant operates in German (not Swiss German which is currently not supported by Google). In the future, it should be available in several languages.
More questions about the SBB virtual assistant?
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