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.
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