Harnessing Artificial Intelligence for Enhancing Passenger Experience in Pakistan Railways: A Service Science Perspective

The present research seeks to investigate the potential of Artificial Intelligence (AI) in improving the Pakistan Railways (PR) passenger experience in terms of operational efficiency, safety, and service quality. Pakistan Railways has been plagued by ongoing issues of delays, ticket shortage, safety issues, and all these factors decrease passenger satisfaction. Global evidence is available that daily services can be enhanced with AI in predictive maintenance, scheduling, safety, and customer-focused services. Qualitative conceptual research design was used, making use of literature review and secondary data analysis to put forward a framework for integrating AI in PR. The results indicate that AI applications enhance predictive maintenance, decrease delays, streamline scheduling, increase safety, and offer personalized passenger services. These results as a whole enhance satisfaction, loyalty, and efficiency. PR must adopt AI through phased pilot projects, enhance technical capacity, undertake stakeholder engagement, and obtain long-term funding for sustainable integration.