Making decisions to improve the customer experience
SMART will analyse historical data, events, and outcomes to provide a Controller with a range of options and scenarios to choose from using a wizard style process.
Historically, the rail industry has not used data, knowledge, and historical events to learn and improve decision making and information for staff and customers. Often, decisions are taking using the knowledge and experience of the Controller on duty (which sits inside their head).
This means that incidents are resolved and recovered in different ways each time, delivering inconsistency of outcome and information.
ITAL has developed SMART (Service Monitoring and Recovery Tool). This uses Machine Learning and Artificial Intelligence (AI) to help Controllers resolve an incident quickly and efficiently, getting the train service back to timetable as quickly as possible.
Using Machine Learning and Artificial Intelligence (AI) to help Controllers resolve an incident quickly and efficiently, getting the train service back to timetable as quickly as possible.
Customer Experience Vs Operations
SMART is also designed to ensure decisions are taken in the interest of the customer, rather than purely an operations decision to get back to timetable.
A Controller may take a decision that had already been taken in previous days or even the current day. This can be a regular occurrence when different Controllers are on duty or there is a shift change. SMART will inform a Controller that a similar decision had already been taken and when, meaning a different approach can be taken, not impacting the same customers again.
SMART also has an awareness of busyness of trains, so if there is a choice of five services to cancel, cancel the service with the fewest passengers on or cancel a service that keeps service frequency to a minimum.
Combine loading, reservation, and gate line data to see the impact a cancellation may have on later services and stations.
SMART can formulate decisions on customer sentiment, complaints, and feedback. SMART is the complete tool to ensure you minimise disruption and makes decisions with the customer in mind.