Greater Anglia is improving customer help points at stations, following feedback from customers about response times and connectivity. The train firm is using AI technology on a number of its station help points to ensure customers can get the answers they need quicker.
Customers using help points at stations fitted with the AI technology will be able to get answers to questions such as what train they need to catch and what time the next train is leaving more quickly – simply by pressing the blue ‘information’ button.
The AI system, called ‘IVY’, will supplement teams who answer the help points manually, freeing up operators to deal with more complex queries.
The system will also automatically put a customer through to an operator if anyone says they need assistance or help in emergencies. Users can also press the dedicated green ‘emergency’ button.
The help points with the new technology are now installed 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.
The new system can be updated as it evolves with additional features in the future such as giving more information 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.”