How can digital assistants support passengers, improve business efficiency, and help the transport sector adhere to regulatory requirements?

According to recent studies, the global market for digital assistants in the transport sector is expected to reach £8.5 billion by 2023, representing a growth rate of 27.1% since 2018.

More and more transport companies are turning to digital assistants to improve the efficiency and convenience of their services.

Our transport clients have implemented digital assistants to provide passengers with automated information about their schedules, fares, refunds, route planning, cancellations and more. Here’s what Transport for Wales had to say recently >>

If you would like to further understand how logicdialog can support your passengers, improve your business efficiencies, and help you adhere to regulatory requirements, drop us a line using one of the buttons below.

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Streamlining the ‘delay repay’ process for passengers and rail firms alike.

The Delay Repay initiative is focused on enhancing punctuality and reducing inconvenience, but the current approach is not efficient. However, there is a solution in the form of digital assistants. These intelligent tools have the capability to simplify the entire process by offering relevant information, guiding passengers throughout the claim process, and even assessing claims at the outset. Additionally, they can keep track of all the claims and maintain proper documentation, ensuring compliance with regulations.

Ultimately, digital assistants provide a convenient and efficient way for passengers to seek compensation, while at the same time streamlining the entire process for transport companies. This results in an improved customer experience and a reduction in administrative burden for all parties involved.

*based on industry standard call length, cost per call minute, and 70% uptake

Transport for Wales at a glance…

“Intelagent is doing a fantastic job, offering passengers a more convenient way to find information around journey planning, station facilities, and fares.”
— Barry Lloyd, Head of Customer Experience, TfW

30% reduction delay pay calls
25% reduction lost property emails
6,100 minutes returned to contact centre
Equivalent to £24,400 - extrapolate this across 36 months?

We are supporting the transport sector by automating some core use cases…

  • travel booking

  • journey tracking

  • communicate delays effectively

  • access to additional services

  • customer problem resolution

  • travel information

  • live departure and arrival information

  • delay repay

  • lost property

  • internal automation - HR, Finance, IT, Marketing

*Six months - Oct 19 - March 20

Build + integrate

Take a closer look at logicdialog

Rapidly build, integrate, train, test and launch AI powered digital assistants in any language and across any digital channel. Automate 60% of your inbound contacts, and free up time to better support more vulnerable citizen and complex cases.

Train + test

Launch + learn

No code needed with logicdialog’s intuitive drag and drop digital assistant builder. Collaborate with team mates to build out the experience your citizens will love to use. Integrate your digital assistant with any of your existing platforms to push, pull and share the data needed to provide exceptional customer (and colleague) service.

Your digital assistant can get more intelligent every day with logicdialog’s assisted machine learning suite. Easily identify if and/ or when your digital assistant has failed to provide correct answers, and use a simple drag and drop interface to ‘teach’ your digital assistant what it should have done to enhance its’ intelligence over time.

Conversational data is one of the greatest untapped resources at the disposal of any Local Authority.
logicdialog collects, analyses and visualises this dataset so you can better understand and better serve the people most important to your business… citizens and colleagues.

FAQs

  • We are GDPR compliant and ISO27001 accredited. Security comes as standard when you work with us.

  • Yes, we are infrastructure agnostic and API led. We can work directly with your technical team to ensure IntelAgent is integrated correctly.

  • Just minutes. Click on the ‘Get A Price’ button, speak directly with one of our experts to discover exactly how IntelAgent could work for your specific needs.

  • Your teams can be on hands on or hands off as they like. We’ll analyse your data for free and recommend best practices. We can build out your digital assistants for you, or train your teams on our drag and drop builder and the wider IntelAgent platform.

  • We can help you to do this, but even without that data we have such vast experience in the local government sector that there are very solid estimates we can use to inform the project and the ROI of your digital assistant deployment.

  • We are the most widely used digital assistant platform in the Local Government sector. We have deployed for Monmouthshire, Herefordshire, West Berkshire, Oadby and Wigston, Havering, Rugby, Central Bedfordshire… and many more local authorities!

  • 79% of people now expect you to use chatbots and digital assistants, citizens want you to make it easier for them to self-serve.

    Remember, when you join us you’ll gain full access to our ‘Citizen self-serve promotion guidebook’. A few examples, of ways our customers encourage use;

    - Easily link your chatbot from your social channels.

    - Add to your email signature.

    - Pin social posts about your digital assistant.

    - Add encouraging instructions into your IVR system.

    - Blog about your digital assistant.

    - Run competitions to name your bot

    There are countless methods and the more awareness raised, the more citizens will adopt the channel, meaning more time for you and your team to support the people that really need help!

  • The phone is the most commonly used channel because it’s the longest established channel, and there has never been another viable choice when immediate answers are needed.

    But digital assistants are being more widely adopted; Huffington Post says that 79% of people now expect businesses to use chatbots and/or digital assistants, and by offering this channel to the people willing and able to use it, you are freeing up your phone lines for the people that are less digitally savvy - often the elderly, in someway isolated and/or disadvantaged.

  • We’ve done this many times for Local Authorities, and our experience makes it pretty easy to know where your biggest gains are to be had.

    We also assess your call data and talk to your customer service teams to validate our assumptions.

    We can help you make an immediate impact!

  • We appreciate how stretched resources can be, that’s why we’ve made it possible for your digital assistant to go live with zero input from you. How does this work? We have tested, pre built frameworks that cover your service lines and will support citizen self-serve.

    All you need to do is copy and paste a line of code into your website.

  • Our IntelAgent platform has an intuitive and powerful data dashboard. You will be able to quickly and easily see key data points like; number of users, repeat users, levels of ‘full automation’ vs ‘triage’ (i.e. the bot has taken information and passed your citizen to the most appropriate human agent), citizen sentiment, key topics and much more!

    Also, don’t underestimate the good will factor; citizens will appreciate your citizen centric approach and the fact you are supporting their desire to self-serve.

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