LNER
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.
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High cost of customer service
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Repetitive questions
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Limited 24/7 support channel for customer queries
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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
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Help users find cheapest tickets
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Explain processes regarding changing tickets and seat reservations
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Give quick links to Delay Repay and Refund forms
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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.
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>85%
accuracy of responses
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2 second
response time
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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 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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