Leipzig/Berlin – Leipzig Public Transport (LVB) is setting another milestone in its digital service development: A new AI agent is providing intelligent support for the customer service hotline. The voice assistant now automatically answers timetable inquiries, thereby improving accessibility, service quality, and efficiency in equal measure. The launch follows LVB’s clear guideline of measured digitalization—technology-driven, yet consistently focused on the benefits for passengers and employees.
The AI agent is based on state-of-the-art agentic AI and engages in dynamic, natural-sounding conversations rather than rigid menu-driven interactions. Passengers can freely express their requests and receive relevant responses immediately. The agent also understands colloquial and locally specific terms—such as typical Leipzig expressions like “Blechbüchse”—and reliably matches them to the correct stops and connections.
Telephone schedule inquiries are among the most common requests handled by LVB’s customer service department. The new AI agent handles these routine inquiries around the clock and without wait times. Initial results show high acceptance: In just the first few days, several hundred passengers used the new service, and around 90 percent stayed on the line. Consequently, only a small portion of calls are forwarded to staff—a clear indication of the solution’s effectiveness in live operation.
For the service team, using the AI agent provides significant relief. Standard inquiries are answered automatically, allowing employees to focus more on complex and personalized issues. The average call duration is also reduced, processes are streamlined, and resources are allocated specifically to areas where human expertise is essential.
A particular focus is placed on clarity and accessibility. Just as with the customer portal, LVB uses simple language in its AI Agent to break down barriers and make information accessible to as many passengers as possible.
“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,” said Sven Claus, Head of Sales at Leipziger Verkehrsbetriebe.
The AI agent is part of LVB’s long-term digital strategy. The plan is to eventually make the agent available in multiple languages and to gradually expand its functionality—for example, to include a smart lost-and-found service or information on fare options.
Kinova, a specialist in conversational AI, is responsible for implementing the project. Kinova took charge of project management, conceptual design, and the implementation of the AI agent. The technological foundation is provided by the Agentic AI platform from Parloa, a leading provider of customer experience solutions for the enterprise sector and one of the few European AI unicorns. The platform enables scalable, context-aware, and dynamic voice dialogs in complex service environments.
By deploying the AI Agent, Leipzig Public Transport is underscoring its pioneering role in public transportation and demonstrating how artificial intelligence can be used in a practical, responsible, and effective way in direct customer communication.
About Leipziger Verkehrsbetriebe (LVB)
Leipziger Verkehrsbetriebe provides efficient and sustainable transportation in Leipzig and the surrounding region through trams, buses, and complementary mobility services. LVB is continuously improving its services through digital offerings and innovative solutions.
About Kinova
Kinova is a specialized consulting and implementation firm for Agentic AI. The company supports organizations from strategic planning through to the successful deployment of AI agents in voice and chat applications. In addition to Leipziger Verkehrsbetriebe, its clients include Berlin Brandenburg Airport (BER) and Riverty, Bertelsmann’s fintech company. Today, experts based in Wildau and Berlin support clients in their digital transformation.
About Parloa
Parloa is a leading AI company redefining customer service through the use of AI agents. With Parloa’s AI Agent Management Platform, companies can securely create, test, and scale millions of powerful AI agents. These agents engage in natural, personalized conversations with every customer, delivering an exceptional customer experience. Some of the world’s best-known enterprises rely on Parloa to better reach their customers, increase satisfaction, strengthen customer loyalty, and unlock new revenue potential. Parloa was founded by Malte Kosub and Stefan Ostwald. Today, approximately 350 employees across offices in Berlin, Munich, and New York are working on the future of customer communication.
