The Voice Of Amtrak

Julie, the computerized answering system with a personality , has saved Amtrak $13 million.

1 minute read

December 2, 2004, 10:00 AM PST

By Abhijeet Chavan @http://twitter.com/legalaidtech

Julie is the computerized" voice of Amtrak" who helps callers navigate the railroad's electronic answering system. But Julie is more than just an automated ticket agent...In handling roughly five million calls, or about a quarter of Amtrak's annual call volume Julie has saved the perennially strained railroad more than $13 million that it would have cost for humans to handle calls...Her personality is a big reason for her success...

Julie has become such a hit that on Valentine's Day last year, National Public Radio set her up on a computerized date with Tom, an equally hip computer personality that provides customer service for United Airlines. Unfortunately, the programmed conversation between the two computers over candlelit dinner quickly descended into bickering when the human voices behind the computer personalities argued over whether rail or air travel was better."

Thanks to Abhijeet Chavan

FULL STORY: Your Train Will Be Late, She Says Cheerily

Wednesday, November 24, 2004 in The New York Times

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