How Virtual Agent ‘Ask Lisa’ Transformed National Rail Enquiries’ Customer Service Channels

By Chris Ezekiel, Founder & CEO

On 7th March I was joined by Kathryn Daniels of National Rail Enquiries and Maria Ward of Virtual Zone Ltd to host a webinar showcasing National Rail Enquiries’ virtual agent Ask Lisa. First launched in 2007 through collaboration with our partners The Virtual Zone, Ask Lisa is now used by NRE across multiple channels to provide information on traveling by rail in the UK quickly and easily to rail customers. During the webinar Kathryn gave a live demonstration of some of the features and functionality of Ask Lisa on the NRE website and Facebook pages. She also provided insight into the benefits NRE has seen since first implementing a virtual agent and how the organisation plans to extend this positive impact through additional features and integrations.

I followed Kathryn’s demonstration with a live look at our integration with Live Chat from LivePerson for O2’s V-Person™ implementation Ask Lucy as well as Ask Verizon’s integration with their logged in area which provides customers with account-specific information. I wrapped up the presentation portion of the webinar with a brief explanation of our multi-channel knowledge management tool, V-Portal™, and the powerful reporting functionality it provides. Kathryn, Maria and I then fielded some questions submitted by webinar attendees.

The recording of this case study webinar, How National Rail Enquiries Uses Virtual Agents for Multi-Channel Customer Support, is now available for viewing. After you watch the video, I encourage you to contact us for your own live demo so a member of our team can address your organisation’s specific customer experience goals.

A huge thank you to NRE and The Virtual Zone, specifically Kathryn and Maria, for their time and assistance in making this webinar a success!