The additional communication tool on the agency’s website has gained significant traction with customers
The Chat with CTA chatbot has seen positive results since its launch in late April on transitchicago.com. Early data shows the communication tool has been successful and widely used, making it easier for customers to provide feedback and report issues in real-time.
Since the launch on April 24th, CTA customers have started over 8,000 conversations. 28% of these were directly addressed by the chatbot, while others were sent to CTA staff for review. To date, CTA staff have reviewed, and when appropriate, acted on, over 1,800 incidents.
“We’re pleased to see that the chatbot has received such a positive reaction thus far and we’re seeing an uptick in feedback as riders are taking advantage of utilizing the tool, which makes it easier than ever to report matters impacting the customer experience,” said CTA President Dorval R. Carter, Jr. “For our riders, the good news is that this tool is allowing us to move forward in a proactive way and addressing their needs on the system in a faster capacity.”
As the agency heads into the second half of 2024, CTA expects chatbot usage to grow. Since launching, Chat with CTA’s key metrics have seen growth and new, weekly peaks:
- Chat button clicks: up to 21% growth
- Conversations started by customers: up to 12% growth
- Conversations completed by customers: up to 16% growth
- Incidents reviewed by CTA staff: up to 22% growth
The chatbot was created through a partnership with Google Public Sector and incidents reported through the online tool have allowed CTA to respond to issues faster than ever.
The chatbot has been helpful in allowing riders to be additional eyes and ears for issues that arise during their use of the CTA system. As a result, staff have been alerted to, and been able to address things more quickly like the malfunctioning of air conditioning unit, a cleanliness issue, or reports of passengers smoking on a CTA vehicle or at a station, as well as issues with bus shelters which are then reported to the City’s Department of Transportation for repairs. Additionally, Chat with CTA has collected compliments about the exceptional service provided by several rail and bus operators.
CTA staff continuously monitors the chatbot’s performance. Since its launch, 12 Chat with CTA enhancements have been implemented. These changes have streamlined the customer-facing conversation flows and increased the actionability of escalated incidents.
CTA continues to invest in customer service and feedback, with expected future investments in the Chat with CTA chatbot, expanded surveys and research programs, and other digital tools.
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