CTA Officially Launches New Chatbot to Improve Customer Interaction with the Agency

Lawndale News Chicago's Bilingual Newspaper - Business

The Chicago Transit Authority (CTA) launched the Chat with CTA chatbot, a new virtual automated service featured on transitchicago.com. This communication tool allows riders to report issues, provide feedback, and receive answers in real-time. Additionally, it provides CTA with valuable customer feedback where improvements are needed or informs the agency on the things it’s doing right. Chat with CTA was created through a dynamic partnership with Google Public Sector. The automated chatbot supports simple, non-emergency topics. The variety of topics cover cleanliness, maintenance, ADA accommodations, safety & security, disruptive behavior, employee feedback, service disruptions, and finding the next train/bus. Chat with CTA does not support responding to emergencies. Customers should always call 911 or contact station personnel if someone’s safety is at risk. To support the diversity of our region, customers have the option to chat in five languages including English, Spanish, Polish, Filipino/Tagalog, and Simplified Chinese. If a customer is blind or has low vision, the chatbot supports screen readers. Customers can access Chat with CTA from any page on the agency’s website, including the newly simplified “Contact Us” page. And to enhance the customer experience, the new chatbot will be optimized for mobile device viewing.

Comments are closed.