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Virtually Speaking

Next IT-Powered Intelligent Assistant for Amtrak Wins Industry Accolades

Posted by Next IT on Nov 12, 2015 5:42:29 PM


Powered by Next IT’s Alme platform, “Ask Julie” Impresses Panel of Expert Judges with Advanced Integration and Transaction Capabilities

Spokane, Wash., November 12, 2015: Next IT, the most trusted provider of enterprise A.I. solutions, today announced that Amtrak’s intelligent assistant, Ask Julie, won Opus Research’s 2nd annual Intelligent Assistant Award. The winners of this prestigious industry award were highlighted as “best-of-class examples of automated self-service systems that provide a pleasant, human-like customer experience.”

Amtrak’s Julie was highlighted for its seamless integration with complementary systems and a strong focus on completing transactions, going far beyond simply answering questions. With Julie, travelers can book Amtrak rail travel simply by stating where and when they’d like to travel. Julie assists them by pre-filling forms on Amtrak’s scheduling tool and guiding them through the rest of the booking process. She also delivers information on all aspects of traveling with Amtrak – including what items can be carried on trains – and can even help make hotel and rental-car reservations.

Amtrak serves over 375,000 customers on their website each day and over 30 million passengers on over 300 trains each year. As a result, it’s critical to deliver seamless customer service at scale. Amtrak’s Julie has delivered an 8X return on investment and is serving customers 24/7 on Amtrak.com. Additionally, email costs for customer service have been reduced by $1 million.

The most impressive results stem from successful customer engagement with the intelligent assistant. Customer interactions with Julie generate 30 percent more revenue and result in a 25% increase in booking compared to customer interactions without Julie. The results continue to pile up, as Julie’s usage with Amtrak customers has increased 50 percent year over year.

“We’ve been building intelligent assistants for over a decade, and it’s the results that we’re most proud of,” said Rick Collins, Next IT’s President of Enterprise. “Amtrak’s Julie is a shining example of the business value of this technology and a testament to the forward-looking culture at Amtrak. We’re thrilled to be a partner that can contribute to Amtrak’s long legacy of innovation.”

Because Julie was designed to scale, she can simultaneously serve hundreds of thousands of customer requests in periods of peak demand. Using natural language and a conversational, human interface, Julie delivers the personalized experience that customers expect with an efficiency greater than traditional customer service channels.

For more information, or to learn more about Amtrak’s implementation of Ask Julie, please visit: /case-studies/amtrak/

To read more about the Intelligent Assistant Awards, please visit Opus Research.


Topics: Verint Next IT, Press Releases