Revitalising Wales’ transport with innovation and excellence
Transport for Wales is at the forefront of revolutionising the transportation landscape, embodying the Welsh Government’s vision for a high-quality, safe and accessible transport network.
Launched in 2016, Transport for Wales has swiftly become a cornerstone of Welsh pride, significantly enhancing daily commuting and regional connectivity.
Their ambitious target to boost active travel and public transport journeys by 40% by 2040, as outlined in Llwybr Newydd: the Wales Transport Strategy, is not just a goal but a transformative journey for the entire nation.
The challenge: enhancing accessibility and convenience
With the mission to make transportation more accessible, Transport for Wales faced a crucial challenge: improving the ease of customer contact and information retrieval, essential for users both at home and on the move.
Strategic implementation with Logicdialog
The chosen solution — Logicdialog conversation AI suite— uses a small piece of easily-integrated JavaScript that’s embedded directly onto the Transport for Wales website to display a chatbot for users to interact with. It acts as a robust, first point of contact for customer enquiries.
The initial phase of the project focused on refining the bot’s responsiveness, ensuring it could handle general queries with precision. Subsequently, the integration of live agents elevated the service, creating a seamless blend of automated efficiency and human touch.
Measured success: a leap in engagement and efficiency
The implementation of Logicdialog’s solution marked an uptick in operational efficiency. A notable enhancement was the dramatic improvement in the Natural Language Processing (NLP) success rate, which soared to 80%—a stark contrast to the initial 39.2%. These figures underscore a robust, responsive user engagement, propelling Transport for Wales towards its 2040 goal.
“These figures underscore a robust, responsive user engagement, propelling Transport for Wales towards its 2040 goal.”
Customer praise and ongoing support
The success of the project resonated well with the team at Transport for Wales, including accolades from Lowri Muscroft, their Quality and Training Advisor. “The support from Logicdialog has been instrumental. The regular catch-up sessions and task demonstrations ensure our operations run smoothly and any issues are promptly addressed,” Muscroft remarked. This ongoing support mechanism has not only ensured operational fluency but also enriched the customer feedback loop, providing invaluable insights for continual improvement.
Looking ahead: integrating real-time innovations
The future looks promising with plans to integrate live train updates into the chat interface, highlighting Transport for Wales’ commitment to continuous enhancement and technological integration.
This forward-thinking approach is set to redefine user experiences, making real-time data a natural part of customer interactions.
Transport for Wales, with the support of Logicdialog, is not just reaching its goals but setting new benchmarks in customer engagement and service excellence in the public transport sector.
Bot bytes:
Monthly Conversations: Consistently between 1,500 to 2,000
NLP Success Rate (as of April 24): 80% and rising
Average Messages per User: 6
A railway track in Wales with Mount Snowdon in the background
