Intuitive self-service delivers results, increases customer satisfaction.
Amtrak is a blending of the words “America” and “track” which embodies who the company is and the customers they serve. They strive to provide a great customer experience, welcoming aboard over 31 million passengers per year with travel service to 500 destinations in 46 states on 21,000 miles of rails across America. They have achieved six consecutive years of growth both in the number of passengers and revenue—a testament to their dedication to customer service. Many of their 84,000 daily passengers call with questions about schedules, fares, train status and to make a reservation.
"Your Call Is (not that) Important to Us"
In 2000, Amtrak needed to enable their customers to quickly and easily access information over the phone in a more user-friendly way. Although the company provided an automated, self-service system using touch tone, roughly 70 percent of customers would exit that system to speak with an operator. Their goal was to create a new system customers would want to use: one that would be easy and intuitive to use through the use of speech recognition. With speech, Amtrak could provide both a great self-service experience and reduce calls to agents, enabling them to spend more time assisting callers who have more complex questions.