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Translink Translink Translink Translink

Translink's wish was to improve the User Experience of its customers. How can we reduce the number of calls and send customers to Translink's online channels? And what new Tech solutions can we use for this?

We started with a Customer Experience analysis. A team of different specialists, ranging from Translink members to Yource CX specialists, investigated what customers call about and what they encounter. This Customer Experience analysis revealed the following three topics:

  • I have a complaint about a transport company
  • I lost my OV-chipkaart / My OV-chipkaart was stolen
  • I did not receive my OV-chipkaart

In addition to implementing a number of ‘quick wins’ on the website and in the IVR menu, these three topics were central to the development and design of the Voicebot. 

Figures

3
0
.
0
0
0
annual meetings
1
5
%
the customer questions fully handled by the Voicebot

How does the Voicebot work?

The Voicebot is able to recognise the customer demand based on spoken text. The advanced language models recognise the essence of the customer's demand and quickly reveal what information the customer is looking for.

How does the Voicebot respond? There are two options for that. The first option is that the Voicebot itself provides the answer. This can simply be an answer to a question, but also a reference to a procedure on the website. The second option is to send the customer an SMS containing all the necessary information.

The Voicebot in practice

If we take the example of a complaint about a transport company, the Voicebot recognises that the customer has a complaint and would like to know where they can submit their complaint. The Voicebot then gives the correct information or ensures that the customer receives an SMS. This SMS contains the contact details of the correct transport company where the complaint can be submitted or a link to the correct complaint procedure on the website. Simple and effective!

By providing the correct information, telephone support with a Member is no longer necessary. In addition, the Voicebot promotes (online) self-service. Exactly what we want to achieve!

Together for the best customer experience!

The Voicebot is part of a menu with many different questions. Despite this diversity, we can proudly say that the Voicebot is already able to fully handle 15% of customer questions!

Together with the specialists from Translink, we will continue to monitor the Voicebot closely and see how the Voicebot can be used even more effectively and for which topics. Our aim is not only to continuously improve the customer experience, but also to provide optimised services for our Partners and their customers.

About Translink

train
translink

Together with the public transport companies, Translink wants to paying for public transport better, faster and cheaper according to the public transport company Vision. Passengers can travel and pay with a single means of payment using all means of transport and all public transport companies. Whether it's for commuters, students, leisure travellers or tourists, Translink is there for everyone. Carefree travel, with pleasure. 

They believe that everyone wants to be able to move freely. Choose for yourself, without worries and with pleasure. To meet, learn, work and discover. To live it. Translink wants to travel with us and help meet that need. Moving freely forward! 

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