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People who call the Leipzig Public Transportation Authority usually want a quick, clear answer: When is the next train? Which route is best? Which stop are you referring to?
This is exactly where LVB’s new AI agent comes in. It supports the customer service hotline, automatically answers schedule inquiries, and is available 24/7. No traditional hold music. No rigid menu system. Instead, passengers can freely describe their request.
Even when they don’t use the official stop names, but instead use terms typical of Leipzig. For example, “Blechbüchse.”
Telephone timetable inquiries are among the most common issues handled by LVB’s customer service department. Many of these inquiries are recurring, time-sensitive, and require the most direct response possible for passengers.
For the service team, this meant that routine inquiries were tying up resources that were needed elsewhere for more complex or personal issues.
At the same time, digital advancements should not overlook the needs of passengers. LVB is pursuing a measured approach to digitalization: technology-driven, but clearly focused on the benefits for passengers and employees.
The AI agent automatically handles schedule inquiries over the phone. Passengers can voice their requests in natural language and receive immediate, relevant responses.
Instead of a rigid menu system, the agent conducts dynamic conversations. It understands colloquial and locally specific queries and can match terms like “tin can” to the correct stops and connections.
Another key focus is on plain language. Just as with the customer portal, LVB prioritizes clarity in its AI Agent to make information accessible to as many passengers as possible.
Technologically, the solution is based on Parloa’s Agentic AI platform. Kinova handled project management, design, and implementation.
Kinova was responsible for project management, conceptual design, and the implementation of the AI agent. The combination of conversational AI expertise, practical implementation, and Parloa’s technical foundation was key to this success.
“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,” says Sven Claus, Head of Sales at Leipziger Verkehrsbetriebe.
It became clear within the first few days that the new service was being well received. Several hundred passengers used the AI agent, and about 90 percent stayed on the line. Only a small fraction of the calls were transferred to staff members.
more than 300 inquiries from passengers in the first few days
About 90 percent remain in the conversation
Only a small portion of the calls need to be forwarded
24/7 availability
For the service team, the AI agent reduces the workload associated with routine inquiries. Employees can focus more on complex and personalized issues. In addition, the average call duration decreases, processes become more efficient, and resources are allocated more effectively.
The AI agent is part of LVB’s long-term digital strategy. In the future, the service is expected to be available in multiple languages. There are also plans to gradually expand its functionality, for example to include a smart lost-and-found service and fare-related information.
