Arriva Bus

Arriva

Journey issue reporting via chatbot for passengers.

Arriva, being one of the leading transport operators in Europe was looking to increase its customer service channels via chat bots.

The problem

Being a small margin and highly competitive business, Arriva spent a lot of money on customer service, and were heavily fined for lack of maintenance. It was clear that technology could be better used to engage its customers and reduce the costs incurred to do so.

The solution:

A chatbot solution was recommended and decided upon which lets commuters report issues onboard their bus journey, and help Arriva gather data and optimise maintenance resources accordingly.

The result:

Arriva is now able to harvest data, which is used for resource allocation and optimisation. Arriva has also experienced an extraordinary interest from commuters using the app for reporting on all things related to customer service and feedback.

The problem

Being a small margin and highly competitive business, Arriva spent a lot of money on customer service, and were heavily fined for lack of maintenance. It was clear that technology could be better used to engage its customers and reduce the costs incurred to do so.

The solution:

A chatbot solution was recommended and decided upon which lets commuters report issues onboard their bus journey, and help Arriva gather data and optimise maintenance resources accordingly.

The result:

Arriva is now able to harvest data, which is used for resource allocation and optimisation. Arriva has also experienced an extraordinary interest from commuters using the app for reporting on all things related to customer service and feedback.

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