Provision of Virtual Service Ambassador Solution at MTR stations (Contract No.: Q118923)

Prequalification for

Provision of Virtual Service Ambassador Solution at MTR stations
Contract No.: Q118923

Expressions of Interest are invited from suitably qualified Applicants for the works and services described below.

1. Background Information

MTR Corporation Limited invites qualified companies to express their interest in tendering for Contract No. Q118923 Provision of Virtual Service Ambassador Solution at MTR stations.

Following the successful pilot and initial deployments at selected stations, the Corporation is planning to scale up the deployment of its Virtual Service Ambassador (Virtual Assistant) Solution across a portfolio of selected railway stations within the MTR network. The Virtual Assistant is designed to enhance customer experience by providing virtual, interactive customer enquiry and ticketing support, leveraging artificial intelligence technologies.

2. Scope of Services

The Contractor shall develop and deploy an on-premises solution for the backend Virtual Assistant System (VAS) and frontend Virtual Assistant Kiosk (VAK). The scope of services generally includes, but not be limited to the followings:-

Design and construct the electrical and civil works required for the installation of equipment cabinets, GPU server farms, network equipment, tunnel fibre cable splicing & cable laying, and all VAK installation necessary for the delivered system.
Design, supply, configuration, and deploy a high compatible GPU farm to serve the whole system.
This scalable Virtual Service Ambassador Solution will be implemented at multiple railway stations across the MTR network.
Provision of hardware, software, system integration, and related infrastructure required to support stable and secure operation of the solution.
Provision of contextual understanding derived from transcription results utilizing a Large Language Model (LLM) with Retrieval‑Augmented Generation (RAG) to facilitate nearly natural conversations with passengers.
Integration with relevant existing MTR systems, including, call handling, ticketing handling and other backend operational platforms, where applicable.
Utilize a team of hyper-realistic Virtual Humans provided by the Corporation as part of the customer interaction interface, including support for lip‑synchronized visual presentation, subject to the final tender requirements.
Support multi‑channel customer interactions, including voice and other digital interfaces, subject to the final tender requirements.
Support multi-language customer enquiries, including but not limited to Cantonese, Putonghua (simplified Chinese) and English.
Provision of system monitoring, maintenance, technical support, and fault handling services throughout the contract period.
Support system scalability, performance optimization, and future functional enhancements.
Compliance with MTR Corporation Limited’s technical, security, operational, Personal Data (Privacy) Ordinance (PDPO) and General Data Protection Regulation (GDPR) data privacy requirements.
Provision of project management, documentation, testing, training, and handover services as required.
Interface with the existing pilot system at selected stations to ensure consistent and seamless customer user interface and experience.

Further detailed scope, technical specifications, and contractual requirements will be specified in the tender.

3. Tentative Key Dates

Contract No.	Tender Issue	Tender Return	Contract Award	Contract Completion
Q118923	Q2/2026	Q2/2026	Q2/2026	Q4/2028

4. Expressions of Interest

To be considered for prequalification, interested parties having relevant resources, qualifications and experience are requested to express interest in writing (by mail or e-mail) to:

MTR Corporation Limited
Procurement and Supply Chain Department
MTR Headquarters Building
Telford Plaza, Kowloon Bay
Kowloon, Hong Kong
Attention: Ms Winnie Young, Senior Procurement Officer
E-mail: winniewyyoung@mtr.com.hk

5. Deadline to Return Answers / Information

Suitable Applicants shall download a Prequalification Questionnaire via below link. The Questionnaire shall be completed and returned with all required documents to email winniewyyoung@mtr.com.hk or to the above address no later than 2:00 p.m. on 12 March 2026 (Hong Kong Time).

Prequalification Questionnaire

6. Other Matters

Applicants responding to this advertisement are deemed to have complied with the Personal Data (Privacy) Ordinance in the collection and transfer of personal data to MTR Corporation Limited. All information submitted including personal data, shall be used by MTR Corporation Limited for the prequalification of tenderers for this Contract.

Applicants shall note and make themselves aware of the Corporation’s ethical and probity requirements which shall be applied throughout the tender and contract periods. Further, Applicants shall not, and shall ensure that its directors, employees, agents and sub-contractors shall not, offer or give any advantage as defined in the Prevention of Bribery Ordinance (Cap. 201) to any employee or agent of MTR Corporation Limited. Any breach or non-compliance with this paragraph by the Applicant shall, without affecting its liability for such breach or non-compliance, result in its application not being considered.

Applicants shall not apply for prequalification as a single entity if you intend to act as a supplier, sub-contractor or sub-consultant for another entity who shall also apply for the prequalification, or if you are a partner in a joint venture established to seek prequalification for this Contract.

Companies having linkage to each other, e.g. subsidiaries, holding or sister companies, shall not apply for prequalification as a tenderer for the same contract, whether as a single entity or as a partner of a joint venture. “Sister company” shall mean all companies which are subsidiaries of or otherwise belonging to the same holding company. The existence of a holding-subsidiary relationship shall be determined in accordance with the provisions in Sections 13 to 15 of the Companies Ordinance (Cap. 622) of Hong Kong. Companies having linkage to each other shall elect which company shall apply for prequalification.