Artificial Intelligence and Italian State Railways: Towards the 2026 Budget
THE'artificial intelligence is at the heart of the digital transformation of Ferrovie dello Stato Italiane.’artificial intelligence It is enabling new operational, service and governance models that will have their first structured balance sheet in 2026.
In 2026, the first assessments of the adoption and AI-driven projects implemented in various areas of the Group will be available, as Massimiliano Garri, Chief Technology, Innovation & Digital Officer of Ferrovie dello Stato Italiane, told Wired. To understand what will happen in the coming months, and even years, it's useful to step back to November 2023, when FS Italiane and Microsoft launched a strategic partnership aimed at generating concrete benefits in terms of operational efficiency and long-term strategic projects.
Today, over 50,000 Group employees can already access AI agents, with Microsoft 365 Copilot as the primary interface, to design services capable of creating a tangible impact on various industrial areas and reducing the time spent on routine tasks. The integration of the’artificial intelligence in rail and transport services, it is designed to "optimize processes and simplify interactions between people and technology", laying the foundations for a profound transformation, first internally and then towards travellers.
Artificial Intelligence first inside, then towards travellers
The strategy of the State Railways on’artificial intelligence It follows a clear principle: first transform internal processes, then bring the tools into the hands of millions of travelers. The initial goal is not to immediately release new information channels to the public, but to enable an upstream transformation that makes the organization more efficient, coordinated, and data-driven.
As Garri explained to Wired, in a complex and multifaceted group like Ferrovie dello Stato, the adoption of AI must be "well-managed." Before making such a tool available to millions of travelers every day, the Group prefers internal training to understand its true effectiveness and operational implications. For this reason, FS is launching an internal AI agent that will support staff in managing and assisting customers, starting with a pilot group tasked with testing the solution.
This AI agent will initially be used by a limited number of internal users, who will be responsible for validating its functionality, accuracy, response times, and ability to integrate into daily workflows, before gradually extending its use. The model is that of a progressive rollout, typical of large-scale projects. digital transformation, to reduce risks and optimize adoption.
Artificial Intelligence and Governance: Committees, Ethics, and Compliance
The mass introduction of the’artificial intelligence The processes of a large infrastructure group like Ferrovie dello Stato require solid governance. This issue is governed by Italian and European regulations, such as the recent AI Act of the European Union, and touches on sensitive aspects such as security, privacy, transparency and non-discrimination.
FS has established an Ethics and Compliance Committee responsible for assessing the risks associated with AI adoption and developing a framework for mapping and managing the various levels of risk. This structured approach allows projects to be classified based on their impact on people, processes, and data, and specific controls to be established based on their criticality.
At the same time, there is an executive committee for the strategic direction of AI, chaired by CEO Stefano Donnarumma, which is responsible for setting the development guidelines for the entire Group. The permanent steering committee identifies the most transformative projects, i.e., those in which the’artificial intelligence It is not a simple Q&A tool, but a driver for redesigning processes, maintenance, infrastructure management, and customer relations.
As Garri points out, technology is often trivialized as "asking questions and getting answers." This isn't wrong, but it's not enough to unlock the potential value of AI in a company like FS. This is why the Ferrovie dello Stato Group has created a framework for AI, with the goal of making it truly transformative.
Application areas of Artificial Intelligence in the railway sector
The adoption of the’artificial intelligence In the railway sector, it opens up optimization scenarios in multiple areas. From real-time infrastructure monitoring to predictive train maintenance, to traffic optimization and passenger flow management, data becomes the fuel for faster and more accurate decisions.
In the coming months and years, FS will be able to use AI models to predict failures, improve punctuality, analyze traffic patterns, and optimize resource distribution. In parallel, the’artificial intelligence It will be able to support strategic planning, simulate demand scenarios, and contribute to operational safety thanks to the advanced analysis of images, signals, and operating parameters.
The customer experience dimension is also set to evolve. Conversational agents, recommendation systems, semantic search engines, and digital assistants could become key interfaces to help travelers plan trips, manage transfers, receive proactive notifications, and access personalized services, in line with international best practices described, for example, by the’International Telecommunication Union on the role of AI in intelligent transportation.
Artificial Intelligence: Impact on Marketing and Business
THE'artificial intelligence It's not just a technological lever, but an enabler of new marketing and business strategies. For a group like Ferrovie dello Stato, the availability of data and advanced algorithms means better understanding demand, segmenting travelers, optimizing offers and fares, and creating more targeted and relevant communications.
In digital marketing, AI allows for analyzing large volumes of behavioral data (searches, bookings, service usage) and transforming it into insights for more effective campaigns, dynamic promotions, and omnichannel customer journeys. AI agents, similar to those enabled by Microsoft 365 Copilot, can support marketing teams in content production, reporting, and automating repetitive tasks.
On the customer experience front, the’artificial intelligence Enable proactive service models: personalized notifications in the event of delays or route changes, travel suggestions based on user habits, and 24/7 assistance via chatbots and virtual assistants integrated into digital touchpoints. These approaches are similar to those companies can apply to instant messaging channels, such as WhatsApp, to build direct and conversational relationships with customers.
For businesses, large and small, the message is clear: AI is no longer just an IT issue, but a strategic business development pillar. Those who can combine data, artificial intelligence and digital channels (websites, apps, social media, messaging) will be able to build more efficient funnels, increase customer lifetime value and differentiate themselves in terms of service and speed of response.
How SendApp Can Help with Artificial Intelligence and Conversational Channels
The experience of the State Railways demonstrates how the’artificial intelligence is a cornerstone for the transformation of complex services. The same paradigm can be applied by companies looking to bring AI and automation to conversational channels, particularly WhatsApp, currently one of the most used touchpoints by customers in Italy.
With SendApp Official (official WhatsApp API), businesses can securely and scalably integrate AI chatbots, automated flows, and transactional notifications within WhatsApp Business. This allows them to manage support requests, send updates on orders, reservations, or trips, and create segmented campaigns, leveraging the power of’artificial intelligence to understand the context and personalize responses.
For teams handling large volumes of conversations, SendApp Agent It allows you to distribute chats among multiple agents, monitor performance, and integrate intelligent automatic responses. AI can support agents by suggesting responses, classifying requests, identifying priorities, and maintaining a structured history of interactions, in line with the needs of advanced customer care.
With SendApp Cloud, Instead, companies can orchestrate advanced automations: funnels on WhatsApp, follow-up messages, campaigns based on behavioral triggers, and integrations with CRM and external systems. In this logic, the’artificial intelligence It becomes the engine that analyzes conversation data, segments users, optimizes message timing and content, generating more conversions and a better customer experience.
For those who want direct management from the desktop, it is also available SendApp Desktop, ideal for integrating messaging into teams' daily workflows. By combining these tools, companies can build an AI-driven conversational ecosystem, similar in scale and principles to the one Ferrovie dello Stato is implementing in its internal processes.
If you want to understand how to apply artificial intelligence and automation for your WhatsApp Business communications, you can consider a dedicated consultation and a trial of SendApp solutions. Bringing AI, data, and automation to messaging channels means improving service, reducing response times, and building stronger relationships with your customers.
