The MTR Corporation, in collaboration with Set Sail AI, has launched a pilot program for its AI Voice Virtual Assistant. This groundbreaking initiative has been honored with the prestigious EXCELLENCE Award – AI+ Project of the Year at the AI+ Power Expo and Conference. This award celebrates real-world applications of AI that deliver meaningful impact, and MTR's Pilot AI Voice Virtual Assistant is a shining example of how AI can modernize smart mobility and voice customer service applications.

Breakthrough in Voice AI for Public Transportation

Now piloting at selected MTR stations, the MTR's AI Voice Assistant allows passengers to dial a regular phone number to inquire about fares, routes, and station facilities through natural spoken dialogue. No app downloads are needed, providing passengers with an instant and personalized service experience simply by speaking.

This award-winning project proves that voice AI is ready to deliver fast, intelligent, and user-friendly customer support solutions that can meet today's smart mobility needs.

Why It Stands Out: 3 Key Advantages of MTR's Pilot AI Voice Virtual Assistant

1. Cantonese-Optimized Language Processing Technology

Set Sail AI's Voice AI utilizes its proprietary NLP engine, specifically trained for Cantonese and mixed Cantonese-English sentences. This significantly boosts accuracy and makes interactions feel more natural for Hong Kong users.

2. Real-Time Integration with MTR's Designated Information Systems

The voice AI connects directly to MTR's Trip Planner and Fare API, delivering accurate and up-to-date responses, surpassing traditional FAQ systems.

3. High Performance and Scalability

• Fast first response
• High accuracy rate
• Automated handling of repetitive queries automatically

This enables MTR to offer faster service, reduce operational costs, and boost customer satisfaction.

Solving Real Business Challenges for MTR

This pilot project addresses common service pain points across industries and specifically for public transportation:

• High Call Volume: Automatically handles repetitive queries, freeing human customer service agents for more complex tasks.
• Service Inconsistency: Delivers standardized and accurate responses to all passengers.
• Accessibility: Works with any phone – no need to download any apps, making it universally accessible.
• Scalability: Handles thousands of calls concurrently without dropping service quality, ensuring reliability during peak times.
• Data Insights: Every interaction is logged and analyzed for continuous service improvement and passenger experience enhancement.

About the Award: "AI+ Project of the Year"

This recognition highlights the practical value and transformative potential of Set Sail AI's technology. Voice AI is no longer just a concept—it's a strategic tool for businesses aiming to improve service efficiency and customer experience. Whether you're in transportation, banking, retail, or healthcare, this technology can provide a clear direction for digital transformation.

About MTR Corporation

The MTR Corporation is committed to providing safe, reliable, and efficient public transportation services. They continuously seek innovative solutions to enhance the passenger experience and streamline operations.

About Set Sail AI

Set Sail AI was founded in 2015 and is headquartered in Hong Kong. We have steadily become a leading provider of AI chatbot solutions in the Hong Kong market, serving various government departments and public service organizations, including KMB, MTR, CLP, Companies Registry, Department of Health, Buildings Department, HKTDC, and the Working Family and Student Financial Assistance Agency (WFSFAA).

Set Sail AI is dedicated to the development and advancement of artificial intelligence. As a pioneer in natural language processing (NLP) in Hong Kong, we have deployed over 200 omni-channel marketing and AI solutions, handling more than 120 million customer inquiries annually across both public and commercial sectors.

Our innovative AI customer service assistant combines NLP, natural language generation (NLG + ChatGPT), and our proprietary Dynamic Knowledge Retrieval (DKR) technology. This enables the assistant to communicate fluently in multiple languages and continuously improve through ongoing training. It provides businesses with diverse services and business information, significantly enhancing the overall customer experience.

If your business or brand is interested in leveraging AI technologies, we welcome you to contact us and discover the limitless possibilities that innovative AI can bring to your operations!

WhatsApp: wa.link/2iidos
Phone: +852 66880053
Email: info@setsail.ai
Website: www.setsail.ai