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Trainmag.com just reported that Amtrak says its toll-free reservation line now features voice-recognition software that enables callers to determine the status of any Amtrak train nationwide.
Using software created by SpeechWorks International, the system allows callers to find the status of any train using natural language speech recognition. The railroad says the system doesn't require the caller to know the train number, just the origin and destination cities, and the approximate arrival time.
The voice system, Amtrak says, will free up reservations agents, thereby reducing waiting times callers sometimes face. It's also simpler to use than the touch-tone system that has been in use, and which prompted 75 percent of callers to opt out and request an agent's assistance.
Trains.com attempted to use the new service this afternoon by calling the 1-800-USA-RAIL number. But the touch-tone system, not the voice-recognition system, responded to a query on the status of the Lake Shore Limited.
Early next year, Amtrak hopes to install voice recognition systems that will allow passengers to get fare information and make reservations.
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I still hope Amtrak will let you talk to a real-live human agent if you choose! I know some travelers would agree with me about that special human touch when planning their travels.
[This message has been edited by daniel3197 (edited 10-16-2001).]
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i prefered the old system just because I had it memorized with what I needed to do to get a train status. But if this new system makes buying tickets easier, then i'm all for it. I tried the new system, and i like it.. i don't know if it's better or not though! time will tell
Posts: 140 | From: Albany, NY | Registered: Mar 2001
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posted
I have used the new system and I like it. It is so cool that a machine can understand what you're saying! And she's so friendly. LOL! She's friendlier than some of the Amtrak agents I have spoken to.
Posts: 34 | From: Biloxi, MS USA | Registered: Aug 2000
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Actually this system has been in place since at least August. When calling the 1-800 number sometimes I got the voice recognition system; other times I got the touch tone system. Both seem to work great.
Posts: 874 | From: South Bay (LA County), Calif, USA | Registered: Aug 2000
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I tried the system again today (Sat 10/20) using an outdoor pay phone (Petersburg, VA), but it did not recognize any spoken words. Maybe I should have shouted? The system reverted to using the touch tones, and that worked fine.
Posts: 874 | From: South Bay (LA County), Calif, USA | Registered: Aug 2000
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quote:Originally posted by MPALMER: I tried the system again today (Sat 10/20) using an outdoor pay phone (Petersburg, VA), but it did not recognize any spoken words. Maybe I should have shouted? The system reverted to using the touch tones, and that worked fine.
So it was the new system, but didn't recognize your voice? Odd. Sometimes the receivers of those pay phones don't work properly..
Posts: 140 | From: Albany, NY | Registered: Mar 2001
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