The Results

• Lisa was an instant success.
• At time of launch, Lisa was able to answer 90%* of questions. Of these, Lisa got 75% - 80%* of answers correct.
• Within two months, Lisa was answering 4000* questions per day.
• Lisa is currently answering 95%* of questions and getting 85%* of answers correct.* At 85% accuracy, Lisa is on a par with NRE's call centres.
• NRE is so pleased with the performance of the web version of LISA that a version of the product for mobile devices is planned.
• So effective is this system that it is now being used as an 'expert system' in call centres for call centre staff to use as a tool to answer customer enquires.
• It is very likely that Lisa has resulted in a reduction of calls to the call centre (this being one of the project's key objectives). However, at time of writing data to support this is not yet available.

* Questions audited by First Info, an independent company who also monitor telephone calls to the NRE call centres.

NRE frequently present their new ideas to public user panels situated around the UK. Lisa was well received during test phases and after launch. Panel members asked whether 1) LISA could interface with the real time station departure board information to deliver up-to-the-moment information about late-running trains and 2) if she could interact with the online journey planner to save the double entry of information. In response to this feedback we developed Lisa to include live departure board information and interfaces with the online journey planner. This feature went live in early December.

Chris Scoggins of NRE and his management team have spoken at conferences about Lisa and the important part she plays in the modernization of the NRE brand.