The train operator for the East of England, Greater Anglia, has upgraded its help points across its network following feedback from customers.
New features, including a range of languages and a clearer voice, have been installed at the help points.
AI technology, called ‘IVY’, was initially installed at the help points in 2023 to supplement teams who answer the help points manually, freeing up operators to deal with more complex queries.
IVY has now been improved to speak to customers in different languages and can communicate with customers in English, Spanish, French, German, Dutch, and Italian.
Following customer feedback, IVY also has a new tone of voice, which makes it clearer to understand.
Customers using help points at stations fitted with the AI technology can 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 system automatically puts 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.
Neil Atkin, Greater Anglia’s Head of Customer Experience, said:
“We are always looking for ways to improve customers’ experiences while travelling with us.”
“The additional languages support all our customers, including the thousands of customers who travel to or from Stansted Airport each day.
“We are always listening to our customers and this innovative AI system has been developed based on their feedback.”
Image credit: Greater Anglia
