Smart services: the "Siri for train travelers"

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Deutsche Bahn moves Germany. Every day.

One railway. Reliable. For everyone.

Infrastructure

We operate a 33,400 kilometre-long network with 5,400 stations, which are used by 450 railway companies and 50,000 trains every day.

Passenger transport

Every day, more than five million people travel with Deutsche Bahn - in ICE and Intercity trains, in regional express trains or in regional and suburban trains.

Logistics

DB Cargo replaces around 80,000 lorry journeys across Europe each day, offering a climate-friendly alternative.

The immediate action programmes for a better railway.

More efficient, more reliable and determined to permanently and noticeably improve quality for passengers.

The modernisation of the infrastructure takes time. We are implementing three immediate action programmes so that customers can see that things are improving at DB: for improved cleanliness and security at our stations. For greater comfort on long-distance services. For a better customer information. For these three programmes, we are investing a total of more than 140 million euros in DB in 2026 alone.  

Even cleaner trains and ever more reliable service in our dining cars make train journeys even more comfortable and attractive. 

Increased presence of security staff, additional cleaning and quick repairs at railway stations ensure that people enjoy their stay and get to their trains in comfort.  

In future, DB will provide customers with even better information before and during their journey - both on the train, at the station and in digital information channels. 
Digital voice assistant will keep passengers informed online and at stations

Reliable real-time information is an especially important part of the travel experience. Deutsche Bahn is developing a digital assistant to provide this. Like Siri, it can interact with users on their smartphones and update them on their journey. In unexpected situations such as storms and service disruption, the intelligent system helps employees manage the additional need for information in real time.

By 2021, the AI-based system is set to be available via Deutsche Bahn's digital information channels, on the website and in DB Navigator, as well as appearing at the first stations as a digital avatar. Voice assistants are not only a great addition to customer service – they also represent a breakthrough in human-machine interaction. The more AI they contain, the greater the benefits for customers and employees.

ein Mann steht vor SEMMI

Lady robot assists passengers

Berlin's main railroad station welcomes some 300,000 passengers and visitors every day. For many, this is their first time in the German capital, which may require them to ask where the luggage lockers are, from which track the suburban train to Alexanderplatz departs or where the nearest pharmacy is. In June 2019, the service personnel at the station was provided with intelligent assistance in the form of a robot head called SEMMI, which speaks with a female voice and smiles back at the person asking the question

Artificial intelligence in customer service

Artificial intelligence is probably the biggest lever DB has ever had for improving quality, capacity and, ultimately, its rail services – including customer service. Smart systems give passengers additional reliable sources of information. The service relieves the burden on local staff, who have more time to provide customers with thorough travel advice.

With the help of speech and image recognition, and also machine learning technology, DB will develop ever more digital services for passengers. These will increasingly pool knowledge, understand and speak several languages, answer questions that go beyond the actual journey, and be able to learn on their own.