Amtrak Completes Strategic Nationwide Roll Out for 1.800.USA RAIL

BOCA RATON, FL - Guests calling into Amtrak's 1.800.USA.RAIL reservation line are voicing their approval for the passenger rail's customer service agent named "Julie". Julie debuted last October as the voice of Amtrak's new automated speech recognition system, providing callers with access to train status information in response to spoken requests. Today, Julie also provides schedules, fares and reservation information to callers nationwide. As a result of Amtrak's strategic implementation of speech recognition technologies, customer satisfaction has increased 61% over the previous touch-tone system. Amtrak's speech strategy is a component of its overall goal to contain costs and still deliver premium services to customers through self-service distribution channels like the Internet, kiosks and the phone. In 2001, Amtrak launched the first phase of its speech strategy with SpeechWorks International Inc. (Nasdaq: SPWX) and Intervoice (Nasdaq: INTV). This phase replaced the touch-tone systems and introduced a speech-enabled train status application allowing callers to obtain arrival and departure times for trains. Prior to the implementation of speech recognition, the touch-tone systems handled approximately 40 percent of the train status calls. The speech system is now handling 70 percent of train status calls without the help of an Amtrak agent, representing a 75 percent improvement in automation. "Speech recognition has proven to be a powerful and friendly way to assist our callers," said Bob Hackman, Sr. Director Distribution Systems at Amtrak. "It allowed us to expand the number of self-service offerings available over the phone including various discount types, complex itineraries, a variety of classes of service and reservations for our frequent traveler program members. Schedules, Fares & Reservations
The second phase of the speech deployment introduced the more complex schedule, fare and reservation services, which handles additional cities and services. This application represents over 70 percent of all call center transactions and directly impacts Amtrak's revenues. The speech system supports a number of service offerings and information including Amtrak's service Acela Express train; long distance train service with connections; Various discounts for different types of passengers such as senior citizens, students or AAA members; Carry-on baggage policy; Seating availability; and where guests can pick up tickets. Amtrak worked with SpeechWorks' User Interface Design team to develop a dialog that would flow naturally between "Julie" and the caller. The system delivers detailed schedule and fares information and facilitates bookings in the Amtrak reservations system. In 2002, the application was gradually introduced throughout the country and was continually tuned and monitored to understand caller behavior, vocabulary and pronunciation; and to ensure that it could perform during peak hours and manage spikes in call volume during severe weather conditions and holiday travel. "Julie" is now receiving 70,000 calls per day for schedules, fares and reservations. A survey indicates that 90 percent of callers that completed their reservations via speech plan to use the speech system again. In addition, ticket sales processed by the system have increased by more than 90 percent since the introduction of the reservations capabilities. Amtrak is working on new enhancements including credit card payments, special discounts and promotions. "We're pleased that Amtrak has achieved these impressive customer satisfaction levels and reduced its operating costs," said Steve Chambers, chief marketing officer at SpeechWorks. "Amtrak has taken a very focused and deliberate approach to implementing its speech strategy, and as a result has met all of its goals. The company's speech efforts have resulted in increased loyalty of Amtrak customers and the admiration of millions of callers who rely on 'Julie' to handle their travel needs."