The WhatsApp service from Northern handled 8,000 customer inquiries in its first year, saving over 1,200 hours of work time

Northern’s AI-based WhatsApp service has proven its efficiency by handling 8,000 customer inquiries in its first year of operation, saving employees 1,277 hours of work time, this is reported by the railway transport news portal Railway Supply.

This savings allowed employees to focus on solving more complex and important issues.

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During the first year of operation on the global messaging platform, Northern received 8,000 messages from customers via WhatsApp.

The train operator noted that this AI service significantly reduced the workload on employees, providing them the opportunity to focus on more complex tasks.

Customers can use the service to request current train schedules, receive service updates, and get information about disruptions.

Additionally, the service provides information on available ground transport options, such as local taxis.

The service also helps users learn how to request assistance, file delay compensation claims, or submit complaints.

To access the service, customers can send a message to 07870 606060.

Mark Powles, Northern’s Commercial and Customer Director, noted: “We launched our WhatsApp service to simplify the process of obtaining real-time train information for our customers. The AI-powered service is available 24/7 and can instantly respond to thousands of inquiries, freeing up our customer service center’s time for deeper and more complex issues. We plan to develop the service this year so that users can ask any questions through WhatsApp, just as they do on our website.”

Northern plans to expand the service’s capabilities to handle a wider range of inquiries, similar to those already answered on their website.

The design of the WhatsApp service was developed with input from customers, gathered from the customer service center, station teams, and onboard staff.

Before the official launch in August 2023, the service was tested with focus groups and continues to evolve to meet customer needs.

The successful implementation of the service led to a nomination for the Transport Ticketing Global Award shortly after its launch.

Northern, the second-largest train operator in the UK, operates 2,500 trips daily at over 500 stations across northern England.

Photo: Northern

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