Staff Reporter
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Advancing seamless customer journeys through digital innovation whilst shaping the future of customer engagement with AI-powered services.
MTR Corporation has been recognised with ICT - Transportation and AI - Transportation accolades at the Hong Kong Business Technology Excellence Awards 2026, underscoring its commitment to leveraging technology to enhance customer experience, strengthen operational excellence, and drive the future of smart mobility.
At the heart of this recognition are two transformative initiatives that reimagine how customers interact with MTR services.
The first is the digital transformation of MTR's travel concession schemes, which serve students, elderly citizens, persons with disabilities, and airport staff. Through the adoption of technologies including optical character recognition, automated identity verification, and a digital status-tracking platform, MTR has streamlined application journeys and enabled greater self-service capability. The initiative simplifies traditionally paper-intensive processes, enhances transparency, and delivers a more convenient and accessible experience for customers, whilst improving service efficiency across the network.
The second is AI Tracy, MTR's AI-powered virtual service ambassador. Deployed across 11 railway stations, AI Tracy combines large language model technology with multilingual conversational capabilities to provide real-time assistance in Cantonese, Putonghua, and English. Operating within a Human + AI service model, the solution enhances service responsiveness, empowers customers through instant support, and enables frontline colleagues to focus on higher-value customer interactions that benefit most from human engagement.
These achievements reflect MTR's broader vision of leveraging digital innovation and artificial intelligence to create a more seamless, personalised, and connected mobility experience. As customer expectations continue to evolve, MTR remains committed to pioneering technologies that enhance accessibility, empower frontline operations, and shape the future of urban transportation.
The Hong Kong Business Technology Excellence Awards is Hong Kong's most prestigious platform honouring groundbreaking achievements in technology. This esteemed awards programme recognises companies and organisations that are driving innovation, transforming industries, and setting new benchmarks for excellence in Hong Kong’s dynamic tech landscape.
The Hong Kong Business Technology Excellence Awards is presented by Hong Kong Business Magazine. To view the full list of winners, click here. If you want to join the 2027 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez-Difuntorum at +(65) 3158 1386 or [email protected].
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