TLDR: SBS Transit has received recognition at the Asian Experience Awards 2025 for its innovative AI-powered digital concierge service, AIVA, and its intelligent crowd diversion system. This award highlights the company’s commitment to enhancing commuter experience through advanced technology.
SBS Transit, a leading public transport operator, has been lauded at the prestigious Asian Experience Awards 2025, securing recognition for its groundbreaking AI-powered digital concierge service. The award specifically acknowledges the company’s innovative use of artificial intelligence to enhance the commuter experience, primarily through its virtual service ambassador, AIVA, and an intelligent crowd diversion system (ICDS).
The digital concierge, AIVA (Artificial Intelligence Virtual Assistant), is designed to provide commuters with real-time travel information and assistance. This realistic digital human aims to streamline interactions and offer seamless support for queries related to travel and wayfinding. The implementation of AIVA underscores SBS Transit’s dedication to leveraging cutting-edge technology to create smarter and more inclusive public transport services.
Further demonstrating its commitment to innovation, SBS Transit also showcased its Intelligent Crowd Diversion System (ICDS), which was a key component in the award recognition. This system likely utilizes AI to manage and optimize passenger flow, contributing to a more efficient and less congested travel environment.
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While the Asian Experience Awards 2025 celebrate this recent achievement, the foundation for these innovations was laid earlier. In May 2024, SBS Transit launched its Mobility Innovation Centre, where AIVA was first introduced. This centre serves as a collaborative hub for small and medium-sized enterprises (SMEs), start-ups, industry experts, academics, and government agencies to co-create solutions for the public transport sector. Jeffrey Sim, Group Chief Executive Officer of SBS Transit, emphasized the centre’s goal to ‘leverage technology to deliver smarter, greener, and more inclusive public transport experiences’ for commuters. The introduction of AIVA at Ang Mo Kio Bus Interchange in June 2024 marked a significant step in this direction, allowing commuters to interact with the electronic kiosk for travel-related assistance. The continued development and recognition of such AI-driven initiatives highlight SBS Transit’s ongoing efforts to revolutionize urban mobility.
