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Karoline Malzbender

Manager Digital Operations
Deutsche Bahn AG

Karoline Malzbender is leading the company wide chatbot project and team of Deutsche Bahn. Within this role she is driving the digital transformation through an end-to-end product management – always having the customer in mind. After 10 years of digitalization experience at Axel Springer she now is heading for a new way of interacting with the customers in the mobility sector – through channels that will provide more information in urgent manners and help the customer to be directed through a jungle of information of Deutsche Bahn. Finding proper artificial and conversational intelligence solutions beyond all marketing is her prior aim while developing a chatbot on a company owned platform.


The DB Group is one of the world’s leading mobility and logistics companies. The DB employs about 300,000 people around the globe, including roughly 200,000 in Germany.We design and operate the transport networks of the future. Through the integrated operation of traffic and railway infrastructure as well as the economically and ecologically intelligent connection of all modes of transport, we move people and goods.

The project falls under the umbrella of the Chief Digital Officer of Deutsche Bahn AG, in charge of the stronger digitization through e.g. focused innovative digital product development. A cross-functional team of e.g. engineers, business experts, user experience leads, designers and a content unit have been put together to build the company wide chatbot. The team consists of members from nearly every unit at the Deutsche Bahn - DB Bahn Regional, DB Bahn Long Distance and DB Station and Service.


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