In just two months, the Community of Madrid has handled 96,500 queries to Metro's new chatbot, with an average of 1,750 per day. This was stressed by the Regional Minister for Housing, Transport and Infrastructure, Jorge Rodrigo, after his visit to the Interactive Customer Service Centre (CIAC) at Alto del Arenal station (Line 1) where he took stock of the first days of operation of this new information channel on the Madrid underground.

Rodrigo explained that this platform, based on Artificial Intelligence, has made it possible to solve frequent queries more quickly on WhatsApp and the corporate website, in a much more personalised way. "It is also serving as an information backup for those who, due to the closure of the west arc of line 6, need to know more details about the closed sections and the closure and opening dates, as well as the special free bus services, or to access the route simulator and plan their trips," he added.

During these first days of activity — from 1 July to 24 August —, the issues on which passengers have requested the most information have been alternative routes, with more than 5,517 queries; the public transport card, with 3,314 searches, or tickets and season tickets, with 1,591 requests.

Metro's chatbot is available in two languages, Spanish and English, making it easy to communicate with the millions of tourists and international visitors who use the network each year. WhatsApp also enables not only text messages, but also audio messages to be sent, offering a more convenient and agile experience. This initiative signifies a step forward towards a more modern and proactive communication model, confirming the commitment to the ongoing improvement of the service and the satisfaction of its users.