iFLYTEK Partners with SZMC to Launch the First Multilingual Intelligent Customer Service Terminal in China's Rail Transit Industry

On May 16, the multilingual intelligent customer service terminal was officially launched for trial operation at Shenzhen Metro Line 11 Airport Station. Jointly developed by iFLYTEK and Shenzhen Metro Group Co., Ltd. (SZMC), the product is the first innovation of its kind in China's rail transit industry, integrating real-time visual translation, double-sided transparent screen display, and intelligent inquiry into one. It will provide domestic and international passengers with more convenient and efficient services.

As China implements visa-free policies with an increasing number of countries, Shenzhen Metro Airport Station has witnessed a surge in international passengers. Language communication has become a critical factor in enhancing the level of international services. Traditional translation devices often fall short in noisy environments, while manual translation solutions incur additional labor costs. To address the ticketing and inquiry needs of passengers from diverse backgrounds using Shenzhen Metro, iFLYTEK and SZMC have collaborated to develop this multilingual intelligent customer service terminal, a groundbreaking innovation in the rail transit industry.

Multilingual intelligent customer service terminal

This multilingual intelligent customer service terminal stands as the first of its kind in China's rail transit industry. Leveraging the Intelligent Customer Service Sunshine Large Model jointly developed by iFLYTEK and SZMC, the terminal seamlessly integrates the most advanced real-time translation and multimodal recognition technologies. Employing cutting-edge noise reduction pickup technology, the device accurately performs voice recognition and translation even in the bustling station environment. Its unique double-sided transparent screen design not only preserves the intimacy of face-to-face communication but also displays real-time translation subtitles, ensuring smooth and error-free interactions. Currently supporting 10 common languages, including Chinese, Cantonese, English, Japanese, Korean, French, Russian, and Spanish, the terminal can effortlessly handle everyday conversational inquiries. Foreign passengers can directly pose questions in their native languages without the need to adjust their language style or use specific sentence patterns. The intelligent customer service terminal will then respond in the same language, facilitating intuitive and fast communication.

The multilingual intelligent customer service terminal is remarkably easy to use. Regardless of the language chosen by the passenger, the translated Chinese text is readily displayed at the bottom of the customer service staff's side. Based on the passenger's content, the customer service staff can provide a Chinese response, and the translated multilingual text will be displayed on the passenger's side. If the screen content becomes excessive and hinders the conversation, the customer service staff can simply say “Clear conversation” on the customer service side or manually clear the screen by clicking the “Clear conversation” brush on the passenger's side.

"This real-time visual translation is incredibly useful. It can translate any language, regardless of the country of origin. It truly embodies the concept of one key and easy talk,” remarked many passengers and station staff who experienced the device during the pilot phase. They all expressed great satisfaction with the device and eagerly anticipated its widespread implementation.

The multilingual intelligent customer service terminal's intelligent customer service mode enables independent operation without the need for staff on duty. This not only alleviates the workload of staff but also enhances service continuity and reliability, ensuring that every passenger enjoys a convenient and comfortable riding experience. The intelligent customer service mode further incorporates Shenzhen Metro's mascot "Metro Baby" as the virtual service image, bringing an unexpected surprise to foreign passengers who experienced the device firsthand. "Nice, very nice!" exclaimed a passenger from Germany after trying it out.

Intelligent customer service mode

The introduction of the multilingual intelligent customer service terminal marks a groundbreaking step towards providing multilingual services in smart rail transit scenarios. Its wide-ranging applicability extends to entry and exit ports, as well as other locations that require real-time translation or unattended intelligent customer service.

Looking ahead, iFLYTEK is committed to strengthening its collaboration with SZMC, continuously refining the user experience of the multilingual intelligent customer service terminal, and propelling the entire industry towards a higher level of smart services. Simultaneously, iFLYTEK will actively explore the application of AI technology in a broader range of fields, providing unwavering support for the digitalization and intelligentization of various industries.