01/04/2026
Roctec Contributed to the Award-Winning AI Station Hotline Project and MTR．Care App Development
We are delighted to announce that Roctec is part of the MTR Corporation’s AI Station Hotline service (expansion project) and the MTR．Care App development, which won gold and silver medals respectively at the International Exhibition of Inventions Geneva 2026.
The gold-winning project, namely the MTR AI Station Hotline, involves centralised AI-empowered hotline system for MTR Heavy Rail Stations. The new AI voicebot can handle multiple enquiries simultaneously, reducing customer wait times and enhancing operational efficiency.
Our team has contributed to the design and implementation of the MTR AI Station Hotline service. Since Hong Kong Cantonese is heavily code-mixed, training the voicebot to decipher the questions is challenging. Empowered by the suitable Large Language Model, AI prompt engineering and ongoing knowledge data base training, it can recognise local dialects and handle the customer enquiries with the correct information drawn from other MTR’s systems and/ or databases.
For the “MTR．Care” App for inclusive mobility, we have developed the Integrated Digital Tool (IDT) to streamline the operational process supporting the inclusive customer services. The change has significantly reduced the processing time by MTR staff and dwell time by wheelchair customers who need portable ramps for train boarding and alighting.
Gaining worldwide recognition at the major innovation event motivates us to go further, creating new solutions alongside other parties to have a positive impact.
Visit the MTR web for more on the awards:https://www.mtr.com.hk/archive/corporate/en/press_release/PR-26-022-E.pdf
