Melbourne Transport Community Project provides trains and tram departures to the end user, over new channels.
“The challenges people have when travelling are numerous”, said Fabio Douek, Head of Cloud Delivery, Singlepoint. “When commuters want to check the timetable, the only channels available to the general public are the traditional web, mobile application and call centre. These modes of accessing available information don’t suit everyone. We wanted to provide a voice activated service on digital personal assistants so that information was available which could be accessed by everyone”.
People who are home with their hands full, perhaps looking after children, or people with disabilities find voice activated personal assistants, such as Alexa and Google Home to be a good alternative. Visitors to Melbourne who may not want to download the mobile app find chatbots very user friendly. Most people have Facebook on their phone these days and other messenger applications can be used such as Viber, Telegram, Skype, Slack and Twitter. “The reason we support all those different messenger applications is because we believe that the end users know which one is best for them”, continues Fabio. “What we see is that, in some cases, a user uses different channels depending on where they are. For example, using an Alexa Device from home, Facebook messenger from their mobile phones when they are on the go, and Slack when they are just about to leave the office.”