LLoquendo Automates Railway Information Service
The automated speech-interaction information service realized by Loquendo for Italy's national railway network & services company Trenitalia - has brought outstanding customer services results.
The service, which is known as FS Informa, provides customers throughout Italy with the very latest information on train travel over any phone (wireline or wireless) through flexible, user-friendly speech interaction. Last minute information is automatically integrated with regular information in real time to give customers information on timetables, services, train fares, industrial action, delays, etc. The system manages a steady flow of 30,000 calls every day - 90 percent of which are managed completely automatically. This means that routine calls are dealt with automatically and human agents are left free to deal with more complex requests.
The system is now a widely used reference point for Italian rail travellers and is fostering an increasingly positive perception of the railway service provided by Trenitalia. The capacity to successfully manage extremely high call peaks was again confirmed during the period leading up to the strikes that took place throughout Italy in May 2002. The service automatically managed 70,000 calls from customers requiring information on departing and cancelled trains.