Advancing Smart Mobility: Transforming Tech into Real Impact

Vince Chow is the Head of Development at Charter Glory Corporation Limited, where she leads the delivery of AI‑powered solutions for enterprise clients. She currently oversees two major projects for MTR. The first, C5255 – Provision of Virtual Assistant Kiosks, is live across 11 stations, providing AI‑driven concierge services that enhance passenger experience. Building on this success, she has recently secured a new contract, C0164 – Virtual Service Ambassador Solution, which will roll out AI‑powered interactive kiosks across 50 stations over the next two years. In parallel, Vince serves as Director of AI Solutions at iTrend Force Company Limited, where she develops proprietary causal AI large language models (LLMs) and NLP agents for advanced data and video analytics applications.

With 25 years of experience in technology and project management, Vince has delivered numerous large‑scale, safety‑critical infrastructure projects. Her portfolio spans diverse Smart and Innovation initiatives, including AI Analytic Platforms for buildings, an Innovation Distributed BMS project, and the technical design and management of renewable energy platforms for CLPe Solutions. Over her distinguished more than 10‑year tenure on MTR’s TETRA radio systems (2009–2024), she managed flagship projects such as the Radio Replacement Project (2009–2014), C3564 – Modification of URL and A&T TETRA Radio System, C6014‑14E (covering 186 trainborne radio sets, handsets, and 744 RFID tags for 93 new trains), and CK008.03 – URL Radio System Integration.

Vince is a Bachelor’s degree holder in Computer Science and a Member of the Institution of Engineering and Technology (MIET).

My Sustainability Goals for 2026:

I hope to see Hong Kong’s public transport system evolve into a model of inclusivity, resilience, and community‑driven innovation. My first goal is to make everyday travel more accessible for all, particularly elderly passengers and persons with disabilities. By scaling the Virtual Service Ambassador (AI Tracy) across multiple MTR stations, I aim to provide real‑time travel information, wayfinding, and passenger assistance that reduces congestion at information desks. This ensures frontline staff are freed to focus on the complex, human‑centred interactions that require empathy and judgment—demonstrating that technology should support, not replace, people.

My second goal is to apply proprietary causal AI and NLP agents to improve services by uncovering root causes of hidden correlations within MTR’s operational records, system alerts, and passenger flow data. This approach transforms reactive responses to passenger needs into proactive service resilience. By identifying inefficiencies and translating complex data into actionable solutions, we can not only reduce costs but also elevate the enjoyment of the customer journey. This shift strengthens the backbone of Hong Kong’s railway network while raising overall passenger satisfaction levels.

Finally, I envision a continuous public feedback loop where commuters actively shape the system’s evolution. Through AI Tracy, passengers will be able to report friction points in real time, co‑training the AI to adapt to actual human behaviour and hidden usage patterns. This co‑learning ecosystem ensures that the railway grows smarter alongside the community it serves, delivering a transport experience that is both resilient and deeply responsive to the needs of Hong Kong’s people.