Tag: social media

DesignExperienceProducts

TfL TravelBot: Designing the conversation

As you may already know if you’re following this blog, we recently released the TfL TravelBot on Facebook Messenger. If you haven’t read them yet, Steven and Charul’s posts will give you a bit of background.
Check out TravelBot here or search for TfL TravelBot in the messenger application. In this post I will explore the reasons for introducing a conversational bot and our learnings around the design of conversation.

Diverse backgrounds, cultures and lifestyles mean that we all use different words to talk about things. This can become frustrating when you’re trying to find something on a website.

In our team, we try to label things in a way that most users will understand, but are well aware of the fact that we will never be able to cater for everyone. This means that some users have to change the way they think to match what they are looking for.


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DevelopersProducts

The making of the TfL TravelBot

We recently launched our first ever Chatbot – the “TfL TravelBot” on Facebook, which uses artificial intelligence to help answer customer queries expressed in everyday language. The bot was launched just two weeks ago and we have already received lots of great feedback. We wanted to offer you more insight into the thinking behind the TravelBot, and shed some light on how we developed it.

 

The TfL TravelBot launched earlier this month – let us know what you think of it in the comments section below.

Why the TfL TravelBot?

Millions of people already use our website to help them get around London, and we’re constantly seeking new channels to make the process even easier. Research indicates that more than half of the world’s population is now online, and more than 50% of those online are active social media users*. Facebook is comfortably the biggest social media platform, and hence we wanted to take the opportunity to provide them with information via their channel of choice.

Why now?

Instant messaging has emerged as the primary platform for communication these days**. With the advent of digital solutions making it easier to provide conversational platform, we felt it was the right time for us to enter the world of bots. We pride ourselves on being early adopters of technology, and wanted to leverage the potential of existing solutions to come up with a product which is one of the first of its kind in the world of travel.

How was it made?

We designed the logic behind the chatbot and it is hosted in the cloud. Every customer message passes through our logic, and the bot then seeks to deliver the best response. We use artificial intelligence enabled by the machine-learning framework to process the customer messages (Natural Language Processing). It works by understanding intent rather than phrases. Once the message is processed, the bot replies with either a response from our unified API or a friendly retort. The bot is intelligent and has the potential to learn over time.

How does it help?

Apart from being the channel of choice for receiving information, our bot will help the customers in many ways. It will help our customers get the information in the quickest possible time with a 100% response rate. For instance, queries like ‘When is my next bus due?’ can be easily automated, saving customers time and meaning they don’t need to wait for a customer services agent to get a response. In the case of more complex queries, the chatbot can prompt you to speak with an agent.

As a business, this frees up the time of our customer service agents and helps them focus on more complex customer queries. We are also be able to handle many more queries in the same time, therefore improving our response rate.

What next?

We’re constantly looking for feedback to improve our products. If you haven’t it tried yet, search for ‘TfL TravelBot’ on the Facebook Messenger app or go to http://m.me/tfltravelbot on your desktop/laptop. More details on how to use the bot can be found in our previous blog.

Please keep your feedback coming in the comments section below. We know there are more things you would like us to include, and we’re really keen to hear from you.

References
* https://wearesocial.com/uk/special-reports/digital-in-2017-global-overview
** http://www.businessinsider.com/the-messaging-app-report-2015-11?IR=T
News

Facebook Messenger: TfL TravelBot

We’re proud to introduce our Facebook Messenger TravelBot, which has the ability to provide updates on bus arrivals as well as Tube and bus status updates.

Through our two Facebook pages – the main TfL page and the London Underground page – we deal with a huge number of queries every day, and we wanted to make it even easier for customers to get our information on the Facebook platform in a way that’s fast and straightforward. With the open data in our Unified API already helping to provide live information on many services like third-party apps and Twitter alerts, we hope this will be another big step towards enabling customers to quickly and easily access the information they need via social media. 


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InformationNews

Tube Strike – Tools to Help You Plan Your Journey

Tube station staff who are union members are striking for 24 hours from 18:00 on Sunday 8 January. Services are severely reduced and customers should aim to complete their Tube journeys by 18:00 on Monday. 

  • The strike is by station staff, which means many Tube stations may not open at all, particularly in Zone 1
  • This will mean severely reduced services, and a later 07:00 start to services on Monday
  • We will run the best service possible depending on how many employees are available
  • We expect normal services to resume by the morning of Tuesday 10 January

We have a variety of digital tools available to help you get around during the disruption.

Using our Status updates tool, you can check on the status of all modes of transport. Here you can see the Traffic status with detailed info

Using our Status updates tool, you can check on the status of all modes of transport. Here you can see the Stations status, with detailed info on all stations experiencing disruptions

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InformationNews

Proposed Tube Strike – Tools to Help You Plan Your Journey

**Planned industrial action by drivers on the Circle, Hammersmith & City and Piccadilly lines this week has now been suspended**

Some drivers on the Circle, Hammersmith & City and Piccadilly lines who are RMT union members are planning to strike from the evening of Tuesday 6 December. We will run as many services as possible depending on how many employees are available. However, we advise customers to plan for no Piccadilly line service and a significantly reduced service on the Circle and Hammersmith & City lines until the end of the day on Wednesday 7 December. Customers are advised to complete their journeys on these lines by 19:00 on Tuesday 6 December.

Interchange stations and lines will be much busier than usual. Services on other Tube and rail lines, the bus network and river will run as normal but are expected to be busy as passengers seek alternative routes. Roads in west, central and east London will also be busier than usual. 

We have a variety of digital tools available to help you get around during the disruption.

Traffic Status Updates

Using our Status updates tool, you can check on the status of all modes of transport. Here you can see the Traffic status with detailed info

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NewsTech Partnerships

Twitter alerts: New Status Checker and Improved Alerts & Weekly Travel Advice

We’re proud to introduce our Twitter status checker, as well as improved Twitter alerts and weekly travel advice. In partnership with Twitter, we’ve added the ability to instantly check the status of your line and improved the services that we introduced earlier this year. Improvements include an easier way to manage your subscriptions – all through Twitter direct messages, supported by ‘quick replies‘. And, for new users, it’s easier to subscribe because you can do it all within a direct message on our accounts.

twitter-alerts-status-checker-and-travel-advice Read More

NewsTech Partnerships

Twitter Pilot – Weekend Travel Advice Direct Messages

For around five years we’ve been informing customers about travel disruption through our @TfLTravelAlerts account. It’s one of our most popular and together with our Tube and rail accounts, we manage over 30,000 interactions every month, including questions about weekend planned works and changes due to events such as marathons and festivals.

We’re continuously looking for ways to improve the information we provide through the Travel Alerts account, and this year we’ve focused on providing ahead-of-time travel advice and major disruptions to help customers plan ahead.
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NewsTech Partnerships

Twitter Pilot – Major Disruption Notifications

Since 2012 we’ve been providing service updates for all our Tube lines and other modes of transport through Twitter. Customers tell us it’s useful to know when disruption is impacting their journey, and this has been a key factor behind our social media followers reaching more than 4 million people.

On top of this, over 8,000 developers are using the open data in our Unified API to build apps that help our customers plan their journeys and avoid unnecessary delays, with over 42% of Londoners using around 500 apps powered by TfL’s open data.

meeting with Twitter

We’ve worked closely with Twitter to develop a pilot that notifies followers when there are major disruptions on specific lines.

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News

Our use of social media

We recently shared some thinking about how we provide the best service to our customers via Twitter (‘TfL Social Media – Adapting to Twitter’s Changes’).

This has been taken as suggesting that we’re stepping back from providing the full range of information we currently provide our customers and that we object in some way to the changes being proposed to Twitter.  That was not our intention, so we’ve taken down the post.

We’re not going to make any immediate changes to the current range of information we put out on Twitter, which means customers will continue to get everything they are used to receiving.

We’re working with Twitter to ensure that we make best use of their platform and bring customers the messages they want to receive.

We’ve also got loads of ideas about how we use new features and approaches to give customers an even better service on this channel.

We’ll keep you updated with all of that here and really value your thoughts about how we can provide better travel information on all the channels we use.

News

Tube strike – Web and open data analytics

As expected, last week saw 4 days of high demand on our website and open data during the Tube strike and in the build up to it, with traffic at 1.67 x normal levels over Wednesday 5th and Thursday 6th August.

The strike started on the evening of Wednesday 5th which was the busiest day, with 1,315,328 visits, though this was considerably lower than the busiest day of last month’s Tube strike, when we hit a record 2,058,618 visits.

With 1.3 Million visits, Wednesday 5th August was the 6th busiest day this calendar year, preceded by January and July strike days.

With 1.3 Million visits, Wednesday 5th August was the 6th busiest day this calendar year, preceded by January and July strike days.

The morning of Friday 7th continued to see an increase in demand, but with numbers starting to drop back to normal levels as the day went on.

Our web and data services performed well throughout the period of high demand, with no reports of issues accessing our services.

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