Case Study: Amtrak achieves 8x ROI and over 5 million annual answers with Verint Systems' Intelligent Virtual Assistant (Ask Julie)

Helping a Railroad Conduct Business

Amtrak, the U.S. national passenger railroad founded in 1971 and serving over 30 million passengers annually, wanted to simplify online bookings and provide instant self-service for its 375,000+ daily website visitors so travelers could get answers and complete transactions without calling or emailing a representative.

Using Next IT’s/Verint’s Alme platform, Amtrak launched Ask Julie, an intelligent virtual assistant that guides customers through booking by pre-filling forms, answering FAQs, and helping with hotel and rental-car reservations. The IVA delivered strong business impact: 8x return on investment, 50% year‑over‑year growth in usage, 30% more revenue per booking on average, and more than 5 million questions answered annually.

Amtrak