Mass transit service providers operate many lines, many routes and at different hours 24/7, to a diverse passenger population. In order to reach their customers, they publish their timetables in various medias: print, websites and interactive voice responses systems. Traditional web navigation windows and menus fail to provide complete information on routes, such as points of interest, street junctions, and combined venues, e.g. changing buses or combining bus with subway. IVR is limited by time and customer attention span. Moreover, mass transit service providers operate labour intensive call-centres, daily answering thousands of calls that dramatically increase operational costs.
The Outcome, mass transit service providers are unable to provide their customers with a current, user-friendly and specific, online information service. Customers feel that their needs are not being addressed while they are on the move.
The Cellesense Solution
Our software understands and responds to customers who write requests in their own words, as if they were interacting with a live agent in a call-centre. For example, the customer sends a text message: “When is the next train from London central to Gatwick”. The Cellesense application receives the message, analyzes it, interacts with the web service, retrieves the requested information, and sends it to the user within seconds. Another example: “I am on the Porchester Road and Bishops Bridge Road, which bus should I take to reach Oxford Circus before 5pm?” The Cellesense solution will not only provide the correct response but can also include an offer to book a ticket in advance, or other relevant commercial proposals. The Cellesense solution allows mass transit service providers to enhance their level of online self service and further provides documented insight into their customers’ constantly changing needs. As a result, customers-on-the-move are now able to better plan their travel by sending a short natural language text to the transit company's published number, and receive within seconds, a written response.
Mass Transportation and Natural Language Self-Service
Travellers have an immediate information needs and expect to find this easily and quickly for efficient planning and time management. An instantaneous information service, available anytime anywhere, over Text, IM and or WEB, provides the organisation with the opportunity and cache to soar above its competition. Cellesense’s Natural Language Self Service Solution provides the organisation with tools and enables, in a blink of an eye, an SMS/IM customer-oriented service. Cellesense's self service solution for mass transit has been implemented and is currently used by a variety of companies, including Israel Railways and Egged, the World’s fourth largest bus company. Egged chose Cellesense to replace a limited natural language program. They are depending on The Cellesense Solution to provide speedy and accurate answers to millions of questions posed by the passengers travelling each day.