Transport for London (TfL) is making it quicker for passengers to get hold of the latest travel information over the phone, with SMS messages an option.
Voice recognition software has been upgraded so that it now recognises postcodes as well as stations and points of interest.
Detailed travel directions incorporating any walking, bus, Tube and rail segments have also now been made available via text message if the customer is calling from a mobile.
The new service will mean passengers can get all the information they need to plan their whole journey without the need to speak to an operator, which will speed up call times.
However the option of speaking to a dedicated customer services operator will still be available if required and journey planning information can also be sought from staff at any Tube or rail station and from the TfL website.
Ian Henderson, TfL’s Director of Group Customer Services, said:
“We expect our travel information service improvements to provide customers with a faster and more comprehensive service even when demand is high.
“The enhanced voice recognition technology will mean callers can pin point locations and destinations more quickly and receive more detailed information to plan their journeys, such as how far to walk to the nearest station.
“With the new text service, customers can also receive and save journey planning information for future reference.”
