How can a chatbot leave rail users more satisfied?
Response time improvement
time saving (hours) for customer support operators per day
automatic response potential with chatbot
market research for chatbots
The number of customers who complain on social media and expect a response within an hour
1 in 4
UK-based social media users revert to social media to ask questions, make complaints, or share information rather than search for information
of travel questions were requesting updates on disrupted services

Benefits for the customer included:

  • Faster response times, particularly during disruption
  • High priority messages are not missed
  • Accurate and coherent information provided from only one channel
  • Improvement to the way that disruption is managed and communicated
  • Increased customer satisfaction!

For more information on the details of the project, click here (PDF).