Lner

TRANSPORTATION

LNER

The chatbot ‘Athena’ answers FAQs regarding rail travel with LNER, such as delay repay, ticket changes and seat reservations.
lner-1558431146

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’.

LANGUAGE

English

USE CASE

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

Results

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

>85%

accuracy of responses

2 second

response time

24/7

availability

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

Edward Rowland

Customer Contact Systems & Control Manager

FINANCIAL

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.

How can we help you?

Whether you want to have a deep dive into best practices and trending AI technologies or you want to get started immediately with the most powerful conversational AI tool in the market, we are here to help.

© Enterprise Bot – 2021