The chatbot 'Athena' answers FAQs regarding rail travel with LNER, such as delay repay, ticket changes and seat reservations.
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
Add an English-speaking customer service chatbot called 'Athena'.
English
Customer service and FAQs
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
response time
availability
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
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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