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
1
Traveler states travel request
Trigger
Travelers can book rail travel by simply stating where and when they'd like to travel.
▾ source quote
“Travelers can book rail travel by simply stating where and when they'd like to travel”
2
Julie prefills booking forms
Ai action
Julie assists travelers by prefilling forms on Amtrak's scheduling tool and providing guidance through the rest of the booking process.
▾ source quote
“Julie assists them by prefilling forms on Amtrak's scheduling tool and providing guidance through the rest of the booking process”
3
Julie answers questions and assists
Ai action
Julie provides information on train policies and helps make hotel and rental-car reservations.
▾ source quote
“she's easily capable of providing information on what items can be carried on trains or helping make hotel and rental-car reservations”
4
Contact center containment
Output
Ask Julie delivers containment resulting in lower call volumes and handle times for live agents.
▾ source quote
“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
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Source
https://www.verint.com/case-studies/helping-a-railroad-conduct-business/
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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.

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