--- title: Mälardalstrafik invests in improving and simplifying - with AI as support description: Mälardalstrafik enhances customer experience through a new app and website, leveraging AI insights to streamline ticketing and service interactions. image: https://info.indicateme.se/hubfs/Imported_Blog_Media/malardalstrafik-2.jpg --- [Skip to main content](https://info.indicateme.se/en/insights/malardalstrafik-improving-simplifying-ai-as-support#main-content) [![indicate-me-logo-beet-vertical-1](https://info.indicateme.se/hubfs/indicate-me-logo-beet-vertical-1.svg) ![indicate-me-logo-beet-vertical-1](https://info.indicateme.se/hubfs/indicate-me-logo-beet-vertical-1.svg)](https://indicateme.se) - [Insights](https://info.indicateme.se/insights) - [Films & Webinars](https://info.indicateme.se/en/films-and-webinars) - [Customer Voices](https://info.indicateme.se/en/customer-voices) - Show submenu for translations EN - [Svenska](https://info.indicateme.se/insights/malardalstrafik-satsar-pa-att-forbattra-och-forenkla-med-ai-som-stod) Open main navigation Close main navigation - [Insights](https://info.indicateme.se/insights) - [Films & Webinars](https://info.indicateme.se/en/films-and-webinars) - [Customer Voices](https://info.indicateme.se/en/customer-voices) - Show submenu for translations EN - English - [Svenska](https://info.indicateme.se/insights/malardalstrafik-satsar-pa-att-forbattra-och-forenkla-med-ai-som-stod) - [Book a tour](https://info.indicateme.se/en/book-a-tour) [Book a tour](https://info.indicateme.se/en/book-a-tour?hsLang=en) # Mälardalstrafik invests in improving and simplifying - with AI as support October 29, 2025 When Mälardalstrafik launched its new app and website, it was more than a technical switch. It was part of a broader effort to deliver a smoother, better customer experience — with both digital tools and customer service at the centre. "We were prepared for the number of customer interactions to increase," says Anna-Stina Lindkvist, Customer Analyst at Mälardalstrafik Customer Service. The analysis, carried out together with Indicate me, covered all customer cases under the main category Tickets and Pricing. Three clear themes emerged: the app transition, technical challenges, and ticket refunds. The AI insights from Indicate me showed that the launch had gone largely well, and that relatively few app and web users actually contacted customer service. **Tags:** [News,](https://info.indicateme.se/en/insights/tag/news) [Customer Voices,](https://info.indicateme.se/en/insights/tag/customer-voices) [All](https://info.indicateme.se/en/insights/tag/all) ### Related Articles ##### [![”I want to know the things I didn't know I needed to know](https://info.indicateme.se/hs-fs/hubfs/reklambild-kvinna-whiteboard-rundad.webp?width=520&height=294&name=reklambild-kvinna-whiteboard-rundad.webp) Indicate me • September 21, 2026 ”I want to know the things I didn't know I needed to know": what ten years with customer conversational data has taught us 2 min read](https://info.indicateme.se/en/insights/ten-years-with-customer-conversational-data?hsLang=en) ##### [![Lina Bjelkmar featured in AI Sweden Leadership Report 2026](https://info.indicateme.se/hs-fs/hubfs/Imported_Blog_Media/lina-bjelkmar-ai-sweden-leadership-report-2026-2.webp?width=520&height=294&name=lina-bjelkmar-ai-sweden-leadership-report-2026-2.webp) Indicate me • April 28, 2026 Lina Bjelkmar featured in AI Sweden Leadership Report 2026 1 min read](https://info.indicateme.se/en/insights/lina-bjelkmar-medverkar-i-ai-sweden-leadership-report-2026?hsLang=en) ##### [![The blind spot in CX work](https://info.indicateme.se/hs-fs/hubfs/Imported_Blog_Media/cx-arbetets-blinda-flack-1200x630-1-2.webp?width=520&height=294&name=cx-arbetets-blinda-flack-1200x630-1-2.webp) Indicate me • March 19, 2026 The blind spot in CX work 1 min read](https://info.indicateme.se/en/insights/the-blind-spot-in-cx-work?hsLang=en) ###### Categories - [All](https://info.indicateme.se/en/insights/tag/all) - [Articles](https://info.indicateme.se/en/insights/tag/articles) - [News](https://info.indicateme.se/en/insights/tag/news) - [Indicate me](https://info.indicateme.se/en/insights/tag/indicate-me) - [Customer Voices](https://info.indicateme.se/en/insights/tag/customer-voices) ###### Recent Posts - [The most common contact reasons in the energy sector and what they signal](https://info.indicateme.se/en/insights/contact-reasons-in-the-energy-sector?hsLang=en) - [Which customers never call? 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