With the rapid development of urban rail transit networks, passenger flow continues to increase, and expectations for timely travel information, service convenience, and safety are steadily rising. However, current customer service dispatch systems sufferfrom numerouspain points, such as weak coupling between passenger flow and train operation, inadequate real-time service support at the station service end, and poor coordination among multi-systems across the network, leading to high pressure on passenger flow management within stations, low efficiency in emergency response, and ultimately poor passenger experience.

In line with guidelines such as the "Smart Urban Rail Transit Development Outline",efforts are being made to advance the development of a smart passenger service system to enhance the accessibility, comfort, and intelligence of passenger services. The product complies with standards including GB/T 38374-2019 Operational Index System ofUrban Rail Transit and GB/T 22486-2022 Service Specification for Urban Rail Passenger Transport, ensuring that the system aligns with industry norms and technical requirements.