Virgin Trains on using AI and virtual reality to boost customer experience

Virgin Trains is exploring how using pure language chatbots, machine studying and digital actuality (VR) may enhance buyer expertise, as a part of its wider digital transformation efforts.

Speaking on the Knowledge 18 ServiceNow convention in Las Vegas, Dean Underwood, head of tech providers at Virgin Trains, stated the corporate is at present evaluating quite a few rising applied sciences, together with augmented actuality (AR) and machine-learning-based choices.

“We’re looking at AR/VR and how we can use that in business. Can we enhance the customer experience on-board using AR and VR? Could I do some internal training? Especially with AR now – and you can do it on your phone – can we have some signage up on our trains that provides an AR environment?”

The firm can be incorporating parts of synthetic intelligence into the client expertise, by rolling out an integration that permits customers to buy practice tickets with the assistance of Amazon’s digital assistant, Alexa.

The IT panorama modifications so quick, however it will be significant to not fall into the entice of adopting new and rising applied sciences only for the sake of it, stated Underwood.

“Automation and machine learning is going to be exciting, but you have to make sure the use cases are correct. Everybody wants to do machine learning, but you’ve got to pick the right use cases to get the benefits for it, because you could just do it for the sake of it,” he stated.

Virgin Trains has been partnering with cloud service administration supplier ServiceNow since 2016, utilizing its IT Service Management (ITSM) platform to modernise its programs and increase employees effectivity.

This course of has seen Virgin Trains just lately transfer 80% of its infrastructure to the Microsoft Azure public cloud, with Underwood citing enterprise tradition as being greatest barrier to digital transformation for a lot of organisations.

“Changing culture is always the trickiest bit of any transformation project,” he stated. “We have a fantastic internal team that do internal comms; our brand team are heavy on the tone of voice that we use and the way we go about doing cultural change.” 

“You always have challenges, but it’s having a varied approach; so we do a lot of videos, we do a lot of clinics, we go out [and send messages] through tech geniuses and we have internal communications platforms so we use multi-channel comms to make sure we get the widest exposure.”

While the corporate has made important progress headway into its push for digital transformation, there’s nonetheless extra to do, stated Underwood. “It’s about setting a foundation. We’ve just done all this great change, but if I say ‘I’m finished’, I might as well have not done it.”


Publish Date: 2018-05-11 10:15:00

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