Virgin Trains deploys automation and artificial intelligence to improve customer contact engagement

Virgin Trains deploys automation and artificial intelligence to improve customer contact engagement

Virgin Trains will work with inSTREAM to roll automation which will personalise each customer’s experience and reduce the ‘manual effort’ from 32 hours to four hours, according to its CIO. This isn’t the first time Virgin Trains has deployed automation. Chief Information Officer John Sullivan last year launched ATR, a programme which compensates customers without the need for filling out forms. The process would refund a customer a percentage of the ticket price if a train was 30 minutes late or receive a full refund if over an hour late, being “automatically” repaid back into the customer’s bank account. CIO Sullivan has found difficulty in implementing the new digital technology with staff concerns in understanding the artificial intelligence. Virgin Trains has been “patient” in leading the team through the barrier in ensuring…


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