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Digital AI specialists for transport companies - stabilizing passenger service & operations 24/7

Wherever passengers, teams or field staff need quick support: Timetable information, ticket support, disruptions, internal helpdesks - scalable and cross-channel.

  • Relieves passenger service on the phone/chat - even at peak times
  • Barrier-free & understandable (use-case-dependent)
  • VRR timetable information integrated
  • Auditable: transcripts, logs, reporting
Request a demo
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When buying tickets is complicated and disruptions create peaks

  • High need for explanation when buying tickets (fares, selection, special cases)
  • Accessibility is a real bottleneck (also digital)
  • Disruptions/diversions create short-term peaks in request volumes
  • Teams are under constant stress - in front of and behind the scenes
  • 80 languages
  • 24/7 multichannel support
  • Wherever the passenger is - at home, on the platform or in the middle of the route
OpenAI Playground 2025-08-16 at 18.17.29

Efficiency, security and digital sovereignty - pragmatically implemented

In the public sector, transparency, permissibility and control in operation are what count. heronOS is designed to provide digital services reliably - with clear rules, traceable handovers and auditable processes.

  • Operation in the German cloud infrastructure (DE/EU)
  • Certified environment (BSI C5 / ISO 27001 / KRITIS etc.)
  • Tenant-separated operation, roles & rights
  • Audit trail via transcripts and logs (details on the security page)
Overview Communication

Passenger service - always where the passenger is ...

AI specialists can be integrated right into the vending machine thanks to avatar technology

  • Webchat
  • Telephone service
  • Messenger e.g. WhatsApp
  • Ticket apps
  • As part of social campaigns

Passenger dialog where citizens are.
24/7 in 80 languages.

Purchase assistance at ticket machines & online - voice or chat-based (depending on the project)

Immediate help with ticket selection, problems and typical questions. Integration into vending machine/ticketing environments can be implemented on a project-by-project basis - e.g. with Krauth Technology.

  • Step-by-step help with ticket purchases
  • Reduces cancellations and frustration with complex fares
  • Integration with partner Krauth Technology (per project)
Get to know
OpenAI-Playground-2025-07-21-at-21.00.52-768x768

Qualified for top international standards

The heronOS solution runs in a German data center that complies with a large number of leading
national and international standards:

  • ISO 27001 - Information Security Management
  • ISO 27017 & 27018 - Security & data protection in the cloud
  • EU Cloud Code of Conduct - Transparency & GDPR compliance
  • BSI C5 - German cloud security standard
  • TISAX - Security requirements of the automotive industry
  • DSI vCloud (DEKRA) - Data protection & data security
  • NIS Directive - Network security in the EU
  • ISO 9001 - Quality management
  • DIN EN 50600 - High availability of data centers
  • SOC 1, SOC 2, SOC 3 - Availability, integrity & confidentiality

Security you can trust

Information security is an integral part of heronOS. The goal is an operation that remains auditable - with clear responsibilities and traceable processes.

  • GDPR-compliant operation, tenant-separated, roles & rights
  • Encryption at rest & in transit
  • Logging/monitoring, transcripts/logs (details: security page)
  • Governance support: approvals, checkpoints, monitoring (EU AI Act in view)



Operating models: Cloud standard - other models on request

  • Standard: Operation in the German cloud infrastructure (DE/EU)
  • Private cloud possible
  • On-premise: on request

Security & compliance

EU AI ACT

OpenAI Playground 2026-01-10 at 14.46.45

Passenger service (external)

  • Timetable information & connection questions (e.g. "When does the next bus leave...?")
  • Barrier information (e.g. elevator, platform, alternative route) - depending on the data available
  • Disruptions/diversions: clear information and next steps
  • Ticket support: selection assistance and problem solving (depending on setup/connection)

Internal support (operation)

  • IT assistance with standard problems/malfunctions
  • Training/onboarding assistance for employees
  • Field service/dispatching: deployment information, appointment/status communication (depending on integration)
30-minute demo

Examples that the digital AI specialist answers (excerpt)

  • "When is the next bus to the main station?"
  • "Is there an elevator on platform 2?"
  • "How do I get a job ticket?"
  • "I have a disruption report - what do I have to do?"
  • "What detour is in place because of the roadworks?"
Anna

"ANNA" - Digital telephone exchange:

First answer, routing, callback - 24/7

The digital specialist answers calls, recognizes concerns, answers approved FAQs and routes them on in a targeted manner. This keeps your team reachable - without additional shifts.

Typical tasks:

  • Answering calls, clarifying concerns, queries (data/context)
  • Routing according to rules (team, location, topic, priority)
  • Callback requests, making appointments/contacts (depending on setup)
  • Handover to employees incl. summary

Example question: "I would like to see Mr./Mrs. X - who is responsible?"

"TIM" - IT First Level:

Self-service, ticket creation, escalation to 2nd level

The digital specialist recognizes standard problems, guides you step by step through solutions and creates tickets if necessary - structured and documented.

Typical tasks:

  • Initial diagnosis (e.g. account, VPN, Outlook, printer - depending on the use case)
  • Self-service instructions and checklists
  • Create/update, classify, prioritize tickets (depending on the system)
  • Handover to 2nd level incl. summary/log

Example question: "My VPN is not working - what can I do?"

Tim
OpenAI Playground 2026-01-11 at 13.19.08

Integrations that make the difference in public transport

  • VRR timetable information (integrated as test API)
  • Connection to service channels (telephone/chat/messenger)
  • Ticket/payment environment possible depending on system/partner
  • Internal systems: Ticketing/CRM/UC/Field Service (depending on setup)

To the other integrations

Frequently asked questions

Are BSI C5 and ISO 27001 available?

Operation takes place in the Deutsche Cloud infrastructure in a certified environment (BSI C5 / ISO 27001 etc.).

Is this GDPR-compliant?

heronOS can be operated in compliance with the GDPR. Third-party services are only used if they are deliberately connected by the customer.

How do people stay in control?

Via human-in-the-loop, defined rules, approvals/change logs and audit trail (transcripts/logs).

Ready to test your first digital specialist?

30-minute demo → Delivery usually within 48 hours. → 14-day free trial (can be canceled).

Get in touch