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Artificial intelligence and mobility: when innovation becomes an asset for all

Artificial Intelligence (AI) is now becoming an integral part of our daily lives, profoundly transforming the way we live and perceive mobility. Our recent study has made one thing clear: AI is no longer just a technological concept, but a very real opportunity to transform the traveler experience and the efficiency of transportation networks.

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Posted

MAR. 22, 2026

Tags

User experience
Artificial intelligence
Passenger experience
Sustainable mobility
AI

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Four complementary psychological dimensions investigated

As part of this study, the methodological approach first consisted in clarifying what respondents mean by “AI”: at what point a tool is perceived as such, and which types of tools are actually used. On this basis, four complementary psychological dimensions were investigated:

  • Attitudes: identifying users’ overall perception of AI, whether favorable, cautious, or neutral, and the associated representations (opportunity, risk, innovation, ease of use).

  • Propensity to use: measuring users’ willingness to resort to services incorporating AI, taking into account their interest in and familiarity with the technology, their perceived ability to adopt it within their social environment, and their individual propensity to delegate tasks.

  • Trust: assessing the degree of trust placed in AI, particularly with regard to reliability, transparency, ethics, protection of personal data, and security.

  • Future outlook: gathering users’ expectations and concerns regarding the future developments of AI, in order to anticipate its potential impact on their mobility practices and, more broadly, on their daily lives.

AI, a tool for impact on the mobility of tomorrow

Users prioritize trip optimization, fluidity, and ease of use. They want intelligent mobility that is more focused on tangible benefits rather than superficial technology: saving time, personalized support, real-time navigation, and enhanced safety. AI is mainly seen as a lever for efficiency and quality of service, far from just a technological gadget.

The social representation of AI is built between technological trust and ethical concern

The study reveals a genuine willingness to delegate tasks to AI, such as route planning or transmitting useful information, especially when the user experience is visible and reassuring. Direct experimentation – such as an autonomous shuttle or an automated metro – strongly enhances acceptance and enthusiasm around AI. Trust is built through usage and proof, rather than through discourse.

The social representation of AI

This dual polarity, between technological trust and ethical concern, forms the structural framework of this representation: AI is at once a tool and a threat, a promise of the future and a source of risk.

An AI that reflects its users

A key point emerges: AI must remain at the service of individuals, support them without excluding, and ensure accessibility for all, regardless of their level of technological familiarity. Users expect Keolis to provide inclusive, accessible, and transparent AI that can personalize support, anticipate needs, and enhance safety, while always leaving the option to contact a human interlocutor.

54.4%

of public transport users associate AI with innovation and progress. This is true for 46.7% of non-users.

42.2%

of public transport users associate AI with help. For non-users, the figure is 52.7%.

24.6%

of respondents expect AI to make journeys smarter and more efficient. 15.6% highlight safety and comfort as priority dimensions and primarily seek reassurance and simplicity.

Sofia Escamilla photo

Sofia Escamilla

UX Strategist and Researcher, Innovation & Industrialization Department, Keolis Group

"AI inspires both extraordinary fascination and deep concern. But the crucial issue isn’t about having more and more of it; it’s about designing AI that truly makes sense: AI that is useful, responsible, and firmly focused on travelers’ essential needs."
Verbatim

The future: responsible innovation, enhanced mobility

Enhanced mobility through AI is not a distant promise; it is already happening daily with compelling use cases (predictive maintenance, enriched traveler information, flow optimization). In the coming years, AI will go beyond assistance to become a true personal mobility assistant: anticipating situations, adapting to individual schedules and contexts, proactively managing unforeseen events for a smooth and serene experience.

37.5%

of respondents cite transportation as the primary domain of AI’s daily impact in the next 10 years.

8%

of respondents declare themselves hesitant about interactions with AI.

12%

of respondents are uncertain, expressing a need for better education and concrete, reassuring experiences.

The growing enthusiasm among younger generations, increasing trust in concrete applications, and strong expectations for responsible innovation point toward an acceleration path to transform collective transportation for the benefit of all.

At Keolis, AI is an asset for innovation and excellence—a force to build inclusive, efficient, safe, and humane mobility of tomorrow. Let’s put humans and usefulness at the core of every application, turning AI into a true catalyst for transition and shared progress.

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