Ukrzaliznytsia uses ChatGPT to analyze passenger appeals
Ukrzaliznytsia (Ukrainian Railways) analyzes passenger appeals using ChatGPT. The enterprise announced this on social networks.
Every day, Ukrzaliznytsia receives about 1,300 travel evaluations from passengers through the application. About 300 of them are text reviews that relate to the work of the railway. Previously, reviews were processed manually, now this work is entrusted to ChatGPT.
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AI divides passenger appeals into 21 topics, from “service quality” to “delays”, after which this data is uploaded to an analysis system that allows tracking the dynamics of complaints by specific trains and routes by day, week and month.
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According to representatives of Ukrzaliznytsia, the use of ChatGPT makes it possible to speed up feedback analysis and identify problem areas. Now ChatGPT correctly identifies the category of the request in 90% of cases.