How can a chatbot leave rail users more satisfied?
>50%
Response time improvement
10+
time saving (hours) for customer support operators per day
65%
automatic response potential with chatbot
market research for chatbots
40%
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
94%
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).