Case Study: LNER achieves 24/7 customer support with Enterprise Bot

LNER achieves 2 seconds response time with Enterprise Bot

LNER, a rail travel provider, faced challenges in scaling its customer service to meet 24/7 demand for answering FAQs without drastically expanding its contact center. They partnered with Enterprise Bot to implement an AI-powered chatbot solution named "Athena" to provide instant, around-the-clock support for inquiries about delay repay, ticket changes, and seat reservations.

Enterprise Bot delivered a solution that achieved a rapid 2-second response time and over 85% accuracy in its responses. The implementation provided LNER with a cost-effective, always-available support channel that successfully handles repetitive questions, helping to manage unforeseen peaks in customer contact. This resulted in improved efficiency and customer service for the rail operator.

LNER

Edward Rowland

Customer Contact Systems