WASHINGTON -- Amtrak, in two separate announcements, said it would
add speech-recognition technology to its reservations lines and
team up with Holiday Inn for two children's promotions.
Amtrak said Boston-based SpeechWorks is developing the speech
recognition enhancement. Operational by this fall, the enhancement
would enable customers to access information without having to use
a touch-tone keypad or wait on hold.
Initially, callers will be able to receive automated train
schedules and information on all Amtrak trains simply by responding
to a telephone menu with certain voice commands.
Later, additional capabilities will be added that will enable
callers to book reservations without pressing any buttons on their
telephone.
"The technically sophisticated phone system from SpeechWorks
will keep Amtrak at the forefront of the travel industry and is
another example of how we are using cutting-edge technology to
better serve our customers," said Barbara Richardson, Amtrak's
executive vice president.
Ultimately, Amtrak expects that as more callers opt for the
voice system, their reservations agents will be able to focus on
callers with more complicated reservations.
Meanwhile, Amtrak and Holiday Inn literally unveiled a new
promotional partnership in Oakland, Calif.
At a ceremony to announce the partnership, representatives
pulled the wraps off a coach car on the San Diegan train that
featured a 83-foot-by-eight-foot sign touting Holiday Inn's Kids
Stay Free and Kids Eat Free programs.
Amtrak said the partnership promotes some 50 Holiday Inns that
passengers on the San Diegan can connect to as the train travels
its 150-mile route between San Luis Obispo, Calif., and San
Diego.