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.
-
High cost of customer service
-
Repetitive questions
-
No 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
Case Studies
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.
See Case StudyHow 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.