An AI Chatbot Transforming Public Transit Engagement

A I • Jun 23,2025

Summary:

The Chicago Transit Authority (CTA), in partnership with Google Public Sector, launched “Chat with CTA”— an AI-powered chatbot designed to improve customer engagement through real-time assistance, multilingual support, and mobile-friendly design. This initiative enhances customer feedback collection, addresses common non-emergency issues, and represents a major step toward digital transformation in public transportation services.

Client:

Chicago Transit Authority (CTA)

Problem Statement:

CTA needed a modern, scalable, and inclusive method for collecting rider feedback and addressing non-emergency issues. Traditional channels such as phone support and web forms were limited in responsiveness, accessibility, and data collection. The agency sought a solution that could improve service quality, support diverse users, and provide actionable insights to inform operational decisions.

 

Results:

  • Instant, around-the-clock interaction.
  • Support for five languages and accessibility for visually impaired users.
  • Enhanced feedback collection for non-emergency topics.
  • Improved customer satisfaction by offering multiple communication options.

AI Solution Overview:

The chatbot, developed in collaboration with Google Public Sector, uses natural language processing to interpret customer inputs and deliver relevant, automated responses. It integrates seamlessly with CTA’s digital infrastructure, supports screen readers, and is optimized for both desktop and mobile devices. 

The solution supports the CTA’s long-term goal to expand proactive, AI-driven communications with riders and further personalize the transit experience.

References:

  1. CTA Officially Launches New Chatbot to Improve Customer Interaction with the Agency. https://www.transitchicago.com/-cta-officially-launches-new-chatbot-to-improve-customer-interaction-with-the-agency/

Industry: Public Transportation

Vendor: Google Public Sector

Client: Chicago Transit Authority (CTA)

Publication Date: 2024

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