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Transport for NSW’s interactive Facebook assistant slammed


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A CHATBOT on Facebook — built to the tune of $40,000 — to help Sydneysiders navigate the city via public transport fails to understand the most basic of instructions.

When tested by news.com.au, Transport for NSW’s interactive RITA (Real-time Intelligent Transport Assistant) system, also struggled to find a single nearby service at some of Sydney’s busiest transport hubs including Central Station.

It also couldn’t comprehend basic written location instructions. For example, when news.com.au typed in the name of several suburbs into the program an error message popped up.

“Sorry, I don’t recognise that location,” the bot wrote back, when news.com.au asked for rail connections to Kingsford, a suburb of almost 16,000 people in the city’s south east.

The virtual assistant is also meant to provide users with information about train delays and disruptions.

However, taking its instructions from you via the social media site’s messenger service, the assistant seems to frustratingly repeat timetable information already found on the Transport for NSW website.

When news.com.au asked: “Are there delays from Central to Penrith?” the bot simply sent a bunch of links to its website.

“Please see the travel alerts page for current and upcoming changes to light rail services,” it wrote in response to the question. “The Trip Planner and Departures show real-time information.”

When asked whether there were delays on other lines, the bot bizarrely responded with “Hello!” before firing off another error message.

“Sorry, something went wrong,” it wrote in response to a request for information on T6 line services. “Please start a new search using the menu below or try again later.”

The bot is supposed to answer general questions, help you submit feedback, show information about your next service or connect you with someone if you need further assistance.

It was launched last September but fewer than 10,000 people have used it and fewer than 1500 have liked it on Facebook.

Labor transport spokeswoman Jodi McKay told The Daily Telegraphthat RITA was a “terrible” waste of taxpayer money.

“I believe having different channels of communication is very important but this seems to be very poorly executed,” Ms McKay said.

It comes as a series of leaked documents have revealed more Sydney trains are running late than ever before, due to the latest timetable change.

According to 2GB, the documents show trains were either skipping stations or running behind schedule on 79 per cent of services last month.

However, a Transport for NSW spokeswoman defended the decision to spend almost $40,000 its RITA system.

“Transport for NSW recognise the landscape of technologies used by customers to retrieve information is shifting which is why is we are trialling intelligent automation technologies to answer a range of customer inquiries, providing an uplift of customer service in digital and social media channels where customers chose to engage,” she said in a statement.

She did not rule out spending more money on RITA, adding that it offers unique settings which are not available on the transportnsw.info website.

These include a Next Services information option, personalised disruption alerts sent as push notifications for customers who have set up personalised origin and destination preferences and a simplified means to submit feedback.

“The same technology that supports the Transport bot RITA on Facebook Messenger also underpins the virtual assistant on the transportnsw.info website providing customers with answers to common questions,” she said.

“Customers are encouraged to explore features and tips on how to use the Transport Bot by browsing the carousel when first launching into a conversation.

“The Transport Bot began as an interactive chatbot on Facebook Messenger and has since evolved to become an essential component of digital assistant products like Amazon Alexa and the Google assistant.”

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