Helping a Railroad Conduct Business

Ask Julie gives Amtrak travelers instant service while delivering impressive results

The results

8x
8x return on chatbot investment
32%
32% increase in containment
30%
30% more revenue generated per booking with Julie

About Amtrak

With most travelers booking their tickets online, Amtrak, the national passenger railroad company of the U.S., wanted to make that process even easier for their more than 375,000 daily web visitors.

They sought a solution that would provide all website visitors instant access to online self-service, giving them answers to their questions and assistance with transactions without having to call or email a representative.

The Ask Julie Customer Experience

Amtrak asked Verint to develop and implement a world-class virtual assistant to boost containment in their contact center operations while also delivering an excellent customer experience in a scalable manner. The result was Ask Julie, an intelligent virtual assistant (IVA) on Amtrak.com, that was designed to function like an AI-powered version of Amtrak’s best customer service representative.

With Julie, waiting for service is a thing of the past, as she’s easily capable of simultaneously serving the needs of every Amtrak.com visitor. Travelers can book rail travel by simply stating where and when they’d like to travel. Julie assists them by prefilling forms on Amtrak’s scheduling tool and providing guidance through the rest of the booking process.

And, of course, she’s easily capable of providing information on what items can be carried on trains or helping make hotel and rental-car reservations. This immediately delivered unrivaled containment resulting in lower call volumes and handle times for live agents.

Woman inside of the train station looking at her phone

"Over 5 million questions answered by Ask Julie annually. With Julie, waiting for service is a thing of the past, as she's easily capable of simultaneously serving the needs of every Amtrak.com visitor."
Customer Experience Professional

The Power of Verint IVA

With experience creating and delivering intelligent conversational solutions for major travel providers and other Fortune 500 companies, Verint’s digital solutions and professional services teams designed a brand experience that ensured Julie’s knowledge and capabilities were perfectly matched to the needs of Amtrak and its customers.

AI is No Longer a New Technology, It’s Your Business

The future of business is a conversation with a machine that earns your trust. Whether you want to engage customers in more meaningful interactions that support their goals, or aid an employee in search of data, these conversational interactions will permeate every level of engagement with your business.

Intelligent interfaces like IVAs are essential to keeping pace with machine accelerated productivity in every industry, which is why we’ve designed IVAs to support your business goals.