October 3, 2012

Amtrak launches virtual online assistant

Amtrak customers have an additional resource for information with the launch of the new intelligent virtual online assistant, “Ask Julie,” on Amtrak.com. “Ask Julie” provides answers to customer questions.

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.

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