Journey issue reporting via chatbot for passengers
The problem: Being a small margin business, Arriva spent a lot of money on customer service, and were heavily fined for lack of maintenance.
The solution: A chatbot that lets commuters report issues onboard their bus journey, and help Arriva gather data and optimise maintenance resources.
The result: Arriva has begun harvesting data, which is used for resource allocation and optimisation. Arriva has also experienced an extraordinary interest from commuters using the app for reporting i.e. broken seats.