Using AI to Support Staff and Improve Operational Efficiency in Public Transport

Public transport operators are under growing pressure to deliver reliable services with limited resources. Smart systems offer effective relief: intelligent AI support and flexible duty rostering improve working conditions for drivers. Routine tasks in the control centre are streamlined, while complex decision-making is reliably supported. At the same time, autonomous shuttles open up new service opportunities and help address the growing shortage of skilled staff.

Breaking down language barriers

AI can make life easier for new drivers who face language challenges. AI-powered translations of control centre messages on the on-board computer help with this, complemented by menus that can be switched to different languages. Turn-by-turn navigation guides drivers along unfamiliar routes, allowing them to hit the ground running more quickly.

Smart duty rostering for a better work-life balance

Changing shift models make it increasingly difficult for drivers to balance work and private life —particularly for employees with significant childcare and family responsibilities. Addressing this challenge requires intelligent, flexible solutions. INIT’s duty rostering system allows employeesʼ needs to be taken into account far more effectively. Drivers can easily submit their preferred working hours via PC or mobile device. An intelligent algorithm then evaluates all preferences alongside legal requirements and staffing constraints to automatically create optimal and fair duty schedules which are efficient, compliant, and tailored to individual employees. A dedicated duty exchange module also allows shifts to be adjusted or swapped at short notice. The result is increased employee satisfaction, improved work-life balance and a reduction in absenteeism.

Smart control, autonomous shuttles

© Bertrandt

Autonomous shuttles and buses have the potential to significantly enhance public transport in the years ahead. They can be used to expand services while helping to mitigate the shortage of qualified staff. INIT has been actively researching this field for several years and is currently involved in the ABSOLUT II project, which examines the technical, organisational and legal requirements for deploying automated shuttles.

At the heart of the project is the development of an intelligent system architecture based on a broker architecture in line with the internationally renowned German standard VDV 435. This enables standardised, manufacturer-independent integration of all relevant components – from the public transport control centre and technical supervision through to the vehicle itself.

The goal is to enhance the operations control system so that the safety driver currently required under European legislation can be replaced by technical supervision from the control centre. In doing so, INIT is moving public transport one step closer to a scalable, safe, and autonomous future.

AI assistants for the control centre

Work in the control centre is highly complex and demands extensive operational experience – expertise which not all staff members possess. To address this, INIT is developing AI- and rules-based tools that compensate for gaps in experience and provide targeted support in day-to-day operations.

The KARL research project, which we are advancing together with renowned partners, demonstrates how AI can deliver tangible relief in the control centre. Its core component is an AI-based assistant tool that recommends appropriate dispatching measures during disruptions, based on previous comparable situations. This reduces staff workload and helps stabilise operations more quickly.

Another key tool is RESPONSEassist, INIT’s system for incident management and multi-channel communication. It supports dispatchers with structured action guidelines for handling disruptions and provides predefined templates that allow to automatically generate passenger information and distribute it across all relevant channels – from websites and apps, to loudspeaker announcements. Building on this foundation, additional assistance functions within the operations control system further support control centre staff. A new incident management module significantly simplifies the setup of diversions – traditionally a time-consuming and error-prone process, especially at major transport hubs. Dispatchers simply mark the affected area on the ITCS map display; the system then identifies the impacted lines and proposes suitable diversion routes.

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