Greater Anglia has upgraded its station help points across the East of England network, responding to customer feedback by improving clarity and accessibility through artificial intelligence.
The help points, originally fitted with AI technology called ‘IVY’ in 2023, now offer support in six languages: English, Spanish, French, German, Dutch, and Italian. This expansion is particularly beneficial for international travellers, including those using Stansted Airport.
IVY assists customers with common enquiries such as train times and platform information, simply by pressing the blue ‘information’ button. In an emergency or when help is requested, the system automatically redirects users to a human operator or customers can press the green ‘emergency’ button directly.
Based on user feedback, IVY’s tone of voice has also been enhanced for greater clarity and ease of understanding.
Neil Atkin, Head of Customer Experience at Greater Anglia, said: “We are always looking for ways to improve customers’ experiences while travelling with us. The additional languages support all our customers, including the thousands of customers who travel to or from Stansted Airport each day. We are always listening to our customers and this innovative AI system has been developed based on their feedback.”
The upgrades aim to streamline travel assistance, freeing up human operators to handle more complex issues while ensuring timely help remains accessible to all.
