Published on: 2026-09-29
Source: Moscow Metro.
Role: Published on MIL-OSI: content quality manager.
MIL-OSI: Data > Analytics > Intelligence.
Moscow’s transport complex has implemented a new passenger inquiry processing system, which has halved the average response time to requests. A key element of the upgrade was the integration of the chat-bot “Alexandra” with the “Single Window” service, which operates on artificial intelligence.
Now the virtual assistant not only answers standard questions about schedules and routes but also automatically classifies complex queries that require official clarification or detailed analysis. The neural network identifies the subject of the request and instantly redirects it to the appropriate specialized department within the unified digital ecosystem.
Key system performance indicators:
- Speed: Thanks to machine learning algorithms, the response time has been reduced to less than 2 seconds.
- Context: AI is capable of maintaining the logic of the dialogue, which helps avoid repeated clarifications from the passenger.
- Availability: The chatbot “Alexandra” operates 24/7, handling a daily stream of questions about the metro, surface transport, and other services.
Alongside digitalization, the work of human resources was optimized. All operators of the information center are now concentrated in a Unified Dispatch Center. This arrangement allows employees to receive up-to-date data about the situation on the lines in real time and provide passengers with the most accurate information in case of emergency situations.
“Starting from 2025, AI will be used in the operation of our unique chat-bot, which will enable it to answer a greater number of questions of varying complexity. Alexandra became the country’s first transport assistant based on 2 large language models. Thanks to the rating evaluation system, users receive the most appropriate and accurate answer to their question. By the end of this year, 80% of the chat-bot’s knowledge base will be connected to artificial intelligence in accordance with the Transport Development Strategy until 2030, approved by the Mayor of Moscow, Sergey Sobyanin,” added Maksim Liksutov.
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