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

RTM Dec/Jan 23


The Royal Border Bridge's Regal Rejuvenation

Have you got a hankering for some top of the range rail news? With expertly crafted graphic design to tantalise your taste buds for stimulating content, our new edition of Rail Technology Magazine is perfect for you! This edition is filled to the brim with key sector insights from industry leaders discussing innovative working methods, sustainability practices and much more. We would like to invite you to indulge in our latest offering of the magazine collection, to hear from the likes of Kamini Edgley, Director of Safety and Engineering for Network Rail, Martin Beable, Engineering Director at Greater Anglia, amongst many more influential names. Now that your curiosity has peaked, we encourage you to dig in and enjoy the informative fun.                                                                          


View all videos
TransCityRail Banner


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

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.


The Green Rail Revolution

Maria Machancoses, Director of Midlands Connect discusses the importance of HS2 to the Midlands and the UK, their collaborative work with the Department for Transport, and how we need to embrace the railways again.

More articles...

View all