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7/22/2024
The Chicago Transit Authority (CTA) reports its “Chat with CTA“ chatbot has generated positive results since launching April 24 on transitchicago.com.
Early data shows the communication tool has been successful and widely used, making it easier for riders to provide feedback and report issues in real time, according to a CTA news release.
Since the launch, riders have started more than 8,000 conversations, with 28% of them directly addressed by the chatbot. Others were sent to CTA staff for review.
To date, staff members have reviewed and — when appropriate — acted on more than 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 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.”