'one' Railway's Valerie

'one' Railway's online Virtual Agent answers more than 20,000 customer questions per month, with a better than 95% success rate.

As a result, 'one' Railway has gained an invaluable insight into the people that use its service and how that service can be improved. Customer satisfaction has improved. Staff satisfaction has increased.

Just as importantly, 'one' Railway has realised significant cost savings and efficiencies.

Lingubots are virtual, interactive Agents capable of holding conversations with web users in real time, 24/7. Lingubots are unique in their ability to understand the context of questions, which in turn enables them to emulate human conversation - a feature that’s unique in the world of natural language solutions.

Acting as a navigational tool they help customers to dig down and find the answers they’re looking for when they want them and without having to spend time calling the Customer Services Centre.

'one' Railway's Lingubot helps to unlock the vast amounts of information on their website answering questions about train times, delays and station information as well as helping complete Lost Property claims forms.

As well as answering customers' questions the Lingubot also records the conversations and these can be used to better understand what visitors to the website are looking for.

Now 'one' is looking to use the same approach as part of its sales and marketing strategy to push new offers to customers and create a genuine dialogue with them - without the need for enormous budgets.