How a Rail Europe standardized global CX with AI – while maintaining top-notch agent experience

Rail travel is not standardized across different countries. Customer expectations, terms and conditions, service levels and ticket types vary massively across different localities. This is difficult for non-domestic travellers; most train companies design apps, websites and journeys for the domestic traveller, making several assumptions about base knowledge along the way.

In this session, we'll explore how Rail Europe has deployed AI to enable the team to unify CX worldwide while keeping down operating costs. AI is fed common customer queries and answers by a dedicated team that constantly monitors and reviews the deployments. Critically, the global travel tech company hasn't lost sight of the key elements of service that need to remain in human hands. Agent hiring is highly selective: agents are truly experts in their fields and take pride in their work. High retention rates reflect this, with several agents having been with the business for more than 25 years.

In this session, Valentina Cesani, Chief Operating Officer at Rail Europe will join us to explain why the organization chose AI as the best way to unify global CX without losing sight of the value of human interaction in customer service.

Attendees will learn:

• Key use cases for AI in customer service in a global operation, and how to get stakeholders on side.
• Where AI fits into a robust customer feedback loop that builds trust with customers and drives experience improvements.
• Navigating AI implementation while maintaining a good agent experience and aiding contact center retention.