Chicago Launches Chatbots to Improve Customer Interaction

The Chicago Transit Authority (CTA) launched the Chat with CTA chatbot, a new virtual automated service featured on transitchicago.com.

The communication tool allows riders to report issues, provide feedback, and receive answers in real-time.

Additionally, it provides CTA with valuable customer feedback where improvements are needed or informs the agency on the things it’s doing right. Chat with CTA was created through a dynamic partnership with Google Public Sector.

“We are excited for this opportunity to provide our customers with another convenient option to contact us; to voice their concerns and share their feedback,” said CTA President Dorval R. Carter Jr. “This will become a powerful tool for CTA that redefines our relationship with our customers in a very positive and proactive way.”

CTA’s Automated Support

The automated chatbot supports simple, non-emergency topics. The variety of topics cover cleanliness, maintenance, ADA accommodations, safety & security, disruptive behavior, employee feedback, service disruptions, and finding the next train/bus.

The chatbot complements the agency’s existing web feedback form and CTA Customer Service’s phone number by providing customers with another way to contact the agency.

“The launch of Chat with CTA is a great example of how AI can be used to improve the way citizens interact with public sector services,” said Brent Mitchell, VP, U.S. State & Local Government, and Education at Google Public Sector. “This innovative chatbot, powered by Google AI technology, provides a convenient way for riders to receive real-time information. We are proud to partner with the CTA on this initiative and are excited to continue to see the tremendous impact AI-powered solutions will have on the transportation industry and the public sector overall.”

To support the diversity of the region, customers have the option to chat in five languages including English, Spanish, Polish, Filipino/Tagalog, and Simplified Chinese. If a customer is blind or has low vision, the chatbot supports screen readers. Customers can access Chat with CTA from any page on the agency’s website, including the newly simplified “Contact Us” page. And to enhance the customer experience, the new chatbot will be optimized for mobile device viewing.

The new chatbot tool aligns with CTA’s goal of continuously improving the customer experience and developing new, modern features to expand CTA’s customer support options.