Customer support · Production

Ask Julie intelligent virtual assistant delivers 8x ROI and 32% containment increase for Amtrak

The problem

Amtrak wanted to provide instant self-service to its more than 375,000 daily web visitors, giving them answers and transaction assistance without requiring them to call or email a representative.

Workflow diagram · grounded in source

Traveler states travel request

trigger

“Travelers can book rail travel by simply stating where and when they'd like to travel”

Julie prefills booking forms

ai_action

“Julie assists them by prefilling forms on Amtrak's scheduling tool and providing guidance through the rest of the booking process”

Julie answers questions and assists

ai_action

“she's easily capable of providing information on what items can be carried on trains or helping make hotel and rental-car reservations”

Contact center containment

output

“This immediately delivered unrivaled containment resulting in lower call volumes and handle times for live agents”

Reported outcome

Ask Julie delivered an 8x return on chatbot investment, a 32% increase in containment, and 30% more revenue per booking, while answering over 5 million questions annually and reducing call volumes and handle times for live agents.

Reported metrics

Return on chatbot investment8x

Containment rate increase32%

Revenue per booking increase30%

Questions answered annuallyover 5 million

Show all 5 reported metrics

return on chatbot investment8x

containment rate increase32%

revenue per booking increase30%

questions answered annuallyover 5 million

call volumes and handle times for live agentslower call volumes and handle times

Reported stack

Ask JulieVerint IVA

Source

https://www.verint.com/case-studies/helping-a-railroad-conduct-business/

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Ask Julie delivered an 8x return on chatbot investment, a 32% increase in containment, and 30% more revenue per booking, while answering over 5 million questions annually and reducing call volumes and handle times for…

What tools did this team use?

Ask Julie, Verint IVA.

What results were reported?

Return on chatbot investment: 8x; Containment rate increase: 32%; Revenue per booking increase: 30%; Questions answered annually: over 5 million (source-reported, not independently verified).

How is this customer support AI workflow structured?

Traveler states travel request → Julie prefills booking forms → Julie answers questions and assists → Contact center containment.