Case Study: Northern Trains streamlines live passenger updates with Audacia’s WhatsApp train chatbot

Northern Trains powers WhatsApp live train info for 2,500 stations with Audacia

Northern Trains, a train operating company in the North of England, faced a high volume of customer service calls related to journey planning and assistance. To reduce the workload on its team while maintaining a seamless customer experience, the company partnered with software development vendor Audacia to create a more robust end-to-end transport tool.

Audacia developed a WhatsApp chatbot using Azure Cognitive Services to provide live train information and onward travel details. The solution delivers live arrival and departure data for over 2,500 UK stations and was trained on 22,000 customer interaction utterances. This has significantly streamlined the journey planning process for passengers, providing immediate access to live updates and taxi operator contact details, empowering them to make informed travel decisions.

Northern Trains