New feature will answer customer questions
Washington DC, October 2, 2012: Amtrak customers have an additional resource for information with the launch of the new intelligent virtual online assistant, "Ask Julie," onAmtrak.com. "Ask Julie" provides answers to customer questions, all in her own voice and personality.
This new tool more quickly and accurately responds to questions from a state-of-the-art, comprehensive knowledge base of travel information and policies from across the Amtrak system, and quickly directs customers to the appropriate webpage or Amtrak customer service contact.
"With more than half of our tickets purchased at Amtrak.com, our website is the single most popular way customers interact with us before traveling," said Roger Seitzinger, senior director of e-commerce. “Ask Julie offers customers a more personalized, engaging self-service experience online and quickly connects them with the site's most relevant information."
The more than 200,000 customers that visit Amtrak.com daily can access "Ask Julie" from the homepage and other launch points located throughout the site. When customers type questions, phrases or keywords in the chat window, Julie provides both a verbal and written response along with related links and can even send customers directly to the site's most relevant page.
The "Ask Julie" virtual assistant will be constantly updated with new policies and information and will go through continuous training and improve based on customer interactions. "Ask Julie" expands upon the popular, customer-friendly "Julie" voice recognition system used on 1-800-USA-RAIL. "Ask Julie" was developed by Next IT, a technology company based in Spokane, Wash.
Amtrak is America’s Railroad®, the nation’s intercity passenger rail service and its high-speed rail operator. A record 30.2 million passengers traveled on Amtrak in FY 2011 on more than 300 daily trains – at speeds up to 150 mph (241 kph) – that connect 46 states, the District of Columbia and three Canadian Provinces. Amtrak operates intercity trains in partnership with 15 states and contracts with 13 commuter rail agencies to provide a variety of services. Enjoy the journey® at Amtrak.com or call 800-USA-RAIL for schedules, fares and more information. Join us onfacebook.com/Amtrak and follow us at twitter.com/Amtrak.