10002828An AI based Information System for Passengers (ISP) for the Rail IndustryClosedSmall Business Research InitiativeInnovate UKFor many years UK rail passengers have suffered from poor information during disruption, despite considerable efforts from Train Operators (TOCs) and Network Rail. For example, research from Transport Focus identified that 'how train companies dealt with delays' was the primary cause of dissatisfaction for the last 6 years When a train is cancelled or delayed, passengers often have to wait anywhere from 20 mins to over an hour for updates, or advice on alternative routes to take, causing frustration. Front-line station staff are also poorly informed. JNCTION identified that control staff still mainly use 1980's technology, which doesn't provide real-time information to predict delay length, or how delays will affect services. When disruption occurs, train operators operations staff use inefficient manual processes to resolve the problems, leaving little time to inform their customer experience front-line teams or passengers. A new 21st-century solution is needed. In our original Innovate UK project (JNCTION's Decision Support Tool), JNCTION identified that by using machine learning techniques, the impact of disruption could be predicted in real-time to allow control staff to make faster and better decisions and achieve real performance gains. This system has now been successfully deployed at LNER. During the course of the project, a second major opportunity for innovation and improvement was discovered, which forms the basis of this application -- the 'Customer Experience and Information System -- CEIS'. Existing Network Rail/TOC Passenger Information In Disruption processes take too long to inform passengers and front-line staff by Customer Experience teams, even once they have finally received the new train plans from their Control Room colleagues. JNCTION identified that AI technology could solve this problem. The new CEIS tool will deliver rapid, accurate information for customers and front-line-staff in disruption. With a joined-up system of communications in which the central passenger IT source of truth, Darwin, is automatically updated, along with social media channels, station customer information screens (CIS), messaging to frontline staff and directly to smartphone apps, it will be possible to continuously update the majority of passengers with accurate and timely information within minutes. An additional benefit is that the system frees up front-line staff to prioritise helping users without technology, such as older or disabled users. The result: a step-change in the speed and quality of information to passengers in disruption, resulting in happier passengers, better informed front-line staff, and improved customer satisfaction ratings for train operators in passenger surveys.