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
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'.
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
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