MTR Corporation bags three wins at Hong Kong Business Technology Excellence Awards 2025

 It won the AI - Transportation, Smart City - Transportation, and the Mobile - Transportation categories.

Public transport operator MTR Corporation was honoured at the prestigious Hong Kong Business Technology Excellence Awards 2025 for its AI-powered Station Hotline trial and Wheelchair Portable Ramp Booking service through MTR · Care App.

The AI-powered Station Hotline trial redefined the future of customer assistance through AI-driven voice technology. Meanwhile, the Wheelchair Portable Ramp Booking service addressed Hong Kong's pressing mobility challenges by seamlessly integrating technology, data intelligence, and operational efficiency.

The AI-powered Station Hotline trial has been operating initially at selected MTR Stations. It utilises voicebot Technology, which is a comprehensive AI-powered solution revolutionising customer assistance through a centralised intelligent call system.

This innovative architecture connects existing discrete station hotlines via three core components: a centralised interactive voice response system serving as the call routing backbone; the AI Voicebot handling first-layer customer interactions; and a case management system operated by the customer service staff for receiving and handling calls.

The centralised AI call system delivers instant, accurate, and human-like responses to commuter inquiries, ranging from wayfinding and station facilities to general lifestyle information.

MTR Corporation earned the award in the AI - Transportation category for this AI innovation project.

Meanwhile, the Wheelchair Portable Ramp Booking service through MTR · Care App, which was recognised in the Smart City - Transportation and Mobile - Transportation categories, stands as an achievement in enhancing accessibility for the mobility-impaired passengers in the mass railway network. This comprehensive initiative has been developed through an extensive, research-driven process that identified critical gaps in traditional mobility services.

At the core of this transformation lies a sophisticated yet intuitive digital ecosystem that redefines the entire accessibility experience. The MTR · Care App serves as the passenger-facing component, featuring a deliberately simplified interface that includes essential functions, such as simplified trip planning, real-time barrier-free facilities status, and an innovative Wheelchair Portable Ramp Booking system.

This functionality enables users to schedule assistance prior to their journey whilst simultaneously planning complete itineraries, including any necessary railway line interchanges, through a single, seamless process.

This coordinated digital infrastructure behind the booking feature has also achieved remarkable operational results, successfully facilitating deployments across 98 Heavy Rail Stations with an overall efficiency gain of over 50% compared against traditional workflow.

Beyond its technical achievements, the Wheelchair Portable Ramp Booking service embodies a fundamental commitment to creating inclusive mobility solutions that genuinely serve all community members. The programme establishes groundbreaking standards for inclusive mobility by converting what was traditionally a logistical obstacle into a smooth, respectful travel experience.

“The initiative's true distinction emerges from its comprehensive methodology that simultaneously enhances user experience and optimises operational efficiency. By addressing accessibility challenges from both passenger and frontline staff perspectives, the initiative has demonstrably reduced waiting periods whilst maximising resource allocation efficiency,” MTR Corporation said.

Hong Kong Business Technology Excellence Awards honours outstanding companies and solutions that have made exceptional contributions in pursuit of technological innovation within Hong Kong’s dynamic tech landscape.

The Hong Kong Business Technology Excellence Awards is presented by Hong Kong Business Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez-Difuntorum at [email protected].