Customer relationship management services provider Atento has developed a self-service automation system for Spanish railway operator RENFE.

The automated customer service telephone platform has been designed to help RENFE enhance its customer experience.

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This self-service solution is expected to address over 1.8 million of the Spanish railway operator’s inquiries.

RENFE aims to resolve 15% of its customer service interactions through the automated system.

The self-service automation system employs an open question-based call routing solution. This removes traditional options menus and allows customers to respond naturally.

The system also features an automatic speech recognition application (ASR) and natural language understanding technology (NLU). According to Atento, 94% of the call can be automatically routed with these capabilities.

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The remaining 6% routing is handled by a virtual agent function. The virtual operator assists the system and helps train and improve effectiveness.

Atento’s automated system is designed to handle 180 calls at the same time and process 10,000 calls an hour.

Since 2017, the company has been delivering customer experience solutions to RENFE. The contract was recently extended until 2022.

Over 300 contact centre agents are responsible for providing information services, ticket sales by phone, Atendo services, Adif infrastructure information and direct sales management for RENFE.

Through the Special Employment Center of its subsidiary Atento Impulsa, 65 agents have been allocated to deliver services.

Atento also provides business process outsourcing services in Latin America.