One of the new help points. Credit: Greater Anglia

Greater Anglia’s accessibility boosting tech

Greater Anglia is improving the passenger experience across its network as it responds to customer feedback about response times and connectivity through the introduction of AI technology on a number of its station help points.

This accessibility boosting tech will ensure that customers can get the answers they need in a timely manner as passengers can question them on topics such as what specific train they need to catch and what time the next train is leaving, by simply pressing the blue ‘information’ button.

This AI system, titled ‘IVY’, will supplement teams who answer the help points manually, freeing up the staff and operators to handle the more pressing or complex queries. The system also has a dedicated green ‘emergency’ button that puts a passenger through to an operator if they need assistance for an emergency

This innovative tech can also be updated as it evolves with additional features that will be implemented in future, such as producing more information about the passenger’s journeys, such as the cost of tickets.

Neil Atkin, Greater Anglia’s Head of Customer Experience, said:

“We’d love customers to put the help points to the test by asking them questions and letting us know what they think of them.

“We’re always listening to our customers and this innovative AI system has been developed based on their feedback.

“It will make our help points better for our customers, particularly at our unstaffed stations and when the connection may not be 100% clear or answered as quickly as customers always need, and there is always the option to talk to one of our customer service agents if needed.”

These new help points have been spread across the operator’s stations at Acle, Beccles, Bury St Edmunds, Cromer, Dovercourt, Enfield Lock, Harlow Mill, Hythe, Lea Bridge, Ponders End, Prittlewell, Sheringham, Stansted Mountfitchet and Waltham Cross stations.

Want to know more about the opportunities to become a key supplier to the UK rail industry? Attend TransCityRail and access an exclusive marketplace of buyers from Network Rail, HS2, Train Operators, Major Contractors, and all other tiers of the supply chain. For more information and to secure your place click here



Putting Passengers First

This issue highlights the latest topics within the rail industry, from decarbonising the Midlands, improving rail safety, meeting the future priorities of Scotland's Railway & more!                                                      


View all videos
TransCityRail Banner


South \ 28 09 23
North \ 09 11 23
Mids \ 29 02 24

TransCityRail is a series of regional, interactive and insightful events across the country bringing together leaders, collaborators, problem solvers and innovators in a creative and invigorating way.

This series of events supports and informs the whole of the rail industry and connects suppliers with buyers, specifiers, leaders and decision-makers looking to procure a wide variety of innovative products and services for their region.


TransCityRail North

The North of England is home to almost a quarter of the UK’s entire population, so it’s no surprise that continued investment across the regions railway is a priority for Transport for the North, Network Rail, HS2, Operators and Major Contractors.

For over a decade the TransCityRail NORTH conference, exhibition and networking dinner has been uniting the leaders of industry responsible for building shaping and delivering rail infrastructure investment across the region for a day of collaboration, conversation and engagement.

This year we have another star studied line-up of keynote speakers and panel discussions on strategic rail investment for the region, Transpennine Route Upgrade and Northern Powerhouse Rail revealing £billions in opportunity for the supply chain.

More articles...

View all