Improving Lisa

We regularly review the conversations that Lisa has with people, to identify and fill gaps in her knowledge.

All conversations Lisa has are recorded and can be monitored. The conversation below shows a person using the Online Journey Planner "Hand Hold" - where Lisa asks questions about the journey and then loads the results page automatically.

Any questions that Lisa cannot answer fall into what's called a "safety net" category, and can then be easily screened to pick out any that are rail related. Using this method of capturing failed questions, Lisa can have her knowledge improved so these questions will be answered in the future.

The example below shows a question that fell through to the safety net.

Lisa has subsequently been updated so that she recognises this question, and any asked in a similar way, which can be seen the image on the right.

As part of the contract with National Rail Enquiries, we monitor and improve Lisa's knowledge regularly, and because Lisa already has over 1500 answers, the majority of rail related questions falling through to the safety net can usually be matched to existing answers with little or no intervention from National Rail Enquiries.

It's this attention to detail and passion for ensuring our Virtual Agents are the best they can be that have increased Lisa's accuracy to be on a par with the National Rail Enquiries' Call Centres.