Deutsche Bahn plans to allocate an additional €50 million by the end of 2027 to enhance customer communication services, with a primary focus on integrating artificial intelligence. This plan is central to the “Better Customer Communication” program, which was recently presented by Bahn CEO Evelyn Palla and Federal Transport Minister Patrick Schnieder of the CDU.
The core objective of this program is to make customer information more reliable and faster, especially during periods of operational stress. A key component is the AI-based virtual assistant, “Kiana,” which DB intends to use to provide accurate and personalized travel advice in over 100 languages.
Furthermore, Deutsche Bahn’s IT infrastructure is scheduled for modernization. This upgrade will enable the company to process disruption information more quickly and distribute it across all relevant channels. A new information application, “DB Info,” is also planned and expected to be available starting in late 2026.
In physical improvements across the network, 7,000 new display screens are slated for installation at train stations to improve the variety and legibility of information. To ensure seamless travel visibility, the central passenger information platform will be transferred to DB Infrago, allowing passengers to receive integrated information that spans different operator boundaries. This immediate program is part of a larger effort to improve the overall travel experience, which also includes measures aimed at increasing safety and cleanliness within railway stations.
