The chatbot ‘Athena’ answers FAQs regarding rail travel with LNER, such as delay repay, ticket changes and seat reservations.

The Challenge

LNER wanted to provide a 24/7 customer support channel to its customers without the need to double their existing contact center operations. LNER was looking at a solution that could respond to their customers instantly irrespective of the channel or time.

High cost of customer service

Repetitive questions

Limited 24/7 support channel for customer queries

Contact Center does not scale well to unforeseen peaks or troughs

The Solution

Add an English-speaking customer service chatbot called ‘Athena’.




Customer Service and FAQs

Key Features

Help users find cheapest tickets

Explain processes regarding changing tickets and seat reservations

Give quick links to Delay Repay and Refund forms

Able to assist in making upgrades to first class


We are quick, cost effective and offer an out of the box domain
knowledge and integration.


accuracy of responses

2 second

response time



What LNER has to say about us

Enterprise Bot helped and guided LNER through the precarious path of launching a new digital contact channel. This is the BOT, or Athena as we christened her at LNER. The EB project team were fully engaged and understood LNER core values and a strong fellowship was forged between the two companies that still is on-going to this day.


Edward Rowland

Customer Contact Systems & Control Manager


SIX Payment Services

Bounce rate declined by 6.2%, Average Session Duration increased by 19.2% and clicks on the Contact Page have fallen by 90% since the chatbot was introduced.

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© Enterprise Bot – 2021