Greater Anglia improves station help points to get answers quicker after customer feedback

Published on: Friday, 28 October 2022
Last updated: Friday, 28 October 2022

Greater Anglia Help Point

A help point at a Greater Anglia station. Credit: Greater Anglia

Greater Anglia is improving customer help points at stations, following feedback from customers about response times and connectivity.

The train firm is using AI technology on a number of its station help points to ensure customers can get the answers they need quicker.

Customers using help points at stations fitted with the AI technology will be able to get answers to questions such as what train they need to catch and what time the next train is leaving more quickly – simply by pressing the blue ‘information’ button.

The AI system, called ‘IVY’, will supplement teams who answer the help points manually, freeing up operators to deal with more complex queries.

The system will also automatically put a customer through to an operator if anyone says they need assistance or help in emergencies. Users can also press the dedicated green ‘emergency’ button.

The new system can be updated as it evolves with additional features in the future such as giving more information such as the cost of tickets.

The first help point with the new technology will be unveiled at Lea Bridge station on Monday 31 October, with Greater Anglia managers present between 10.30am – 12.30pm to show how it works and ask customers what they think about it.

The IVY system is also being installed in help points at Acle, Beccles, Braintree Freeport, Bury St Edmunds, Cromer, Dovercourt, Enfield Lock, Harlow Mill, Hythe, Ponders End, Prittlewell, Sheringham and Waltham Cross stations in the coming months.

Neil Atkin, Greater Anglia’s Head of Customer Experience, said: “We’re always listening to our customers and this innovative AI system has been developed based on their feedback.

“It will make our help points better for our customers, particularly at our unstaffed stations and when the connection may not be 100% clear or answered as quickly as customers always need.

“We’re looking forward to unveiling the first one at Lea Bridge on 31 October and seeing how the technology evolves going forward to help customers even further.”