A rail operator is rolling out new technology to send instant messages to customers whose trains are delayed.
It is thought that ScotRail is one of the first companies in the world to use chatbots on Facebook to keep travellers up to date.
The messages are tailored to individual customers and will be triggered if they are to experience any delays greater than 10% of their total journey time.
ScotRail says the move will prevent the need for “confusing” mass messages about disruption by only giving customers the information they require at that time.
Commercial director Lesley Kane said: “We are committed to providing our customers with the best possible service, and we know how important it is that they are kept up-to-date with any changes to their journey.
“We already provide real-time information through our website, app and social media channels, and this new messaging service is a welcome addition, which I am sure our customers will benefit from.”
Alex Froom from Zipabout, which created the messaging system, said: “We share ScotRail’s ambition to make every journey stress-free across a truly integrated transport network in Scotland, with the passenger firmly in control from the first to the last mile.
“This new personalised disruption messaging service will ensure that every passenger gets the right information at the right time and is a huge step towards delivering that seamless journey experience.”
