19:21 14 February 2024
PKP Intercity Embarks on AI-Driven CRM System to Elevate Passenger Experience
PKP Intercity announces the initiation of procurement for a CRM system equipped with AI capabilities to streamline marketing, sales, and customer service operations, thereby enhancing passenger satisfaction. The system aims to centralize purchase history and interactions, enabling tailored offers and support for B2C and B2B customers. Integration with communication channels like chat and chatbot promises improved service consistency and accessibility. Vice President Tomasz Gontarz emphasizes the commitment to personalized service, highlighting the system's role in understanding customer expectations. Despite integration challenges, PKP Intercity views CRM implementation as pivotal, aligning with its mission to prioritize passenger comfort and convenience in rail travel.
