The MTA is set to pay an additional $3 million to Cubic Transportation Systems for an AI chatbot intended to assist riders with the new OMNY fare payment system. The chatbot was initially offered for free during a trial in 2022. This agreement comes with a potential five-year extension costing around $13 million.
Despite the rollout of OMNY, frustrations among commuters are growing due to the chatbot’s ineffectiveness and long wait times for customer service. Many riders have expressed dissatisfaction with the chatbot’s ability to handle queries, leading to complaints about excessive delays and lack of response. Some individuals reported giving up after waiting on hold for extended periods, while others doubted the chatbot’s reliability compared to human agents.
MTA officials acknowledged performance issues with Cubic and the need for increased call center staffing as more riders transition to OMNY, which is set to fully replace MetroCards by 2025. Changes to improve the chatbot’s capabilities and customer support are planned, but many riders remain skeptical about the effectiveness of the new system.
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