Extracurriary programs focused on bringing the world closer to the youngest of technology: programming, artificial intelligence, electronics, video games, cybersecurity, etc...
EnerIA, innovation and user-centred design to rebuild trust in Renfe
In an increasingly competitive rail market, Renfe faces a monumental challenge: to rebuild the trust of a disgruntled user base. Frequent delays, cancellations and technical problems, as well as insufficient customer service, have plunged the company into a major reputational crisis and the number of passengers using its services is falling every year.
How can we turn these pains into opportunities to reposition Renfe as a leader in the sector?
EnerIA, a virtual assistant with artificial intelligence integrated into the Renfe app that transforms the experience by accompanying, informing and assisting passengers at every stage of their journey.
Real-time assistancePush notifications with trip reminders, track number, platform changes and incident updates, even in uncertain situations.
Efficient customer serviceFAQs and general queries
Personalised commercial workPersonalised offers and discounts based on the user's profile.
The launch of EnerIA, Renfe's virtual assistant with artificial intelligence, marks a turning point in the relationship between the company and its users. By improving the user experience, Renfe achieves significant advances in recruitment, retention, sales and brand reputation:
Reduction of complaints and claims by channelling communication effectively.
Increase in downloads and use of the app, increasing user loyalty.
Operational optimisation, reducing dependence on traditional customer service channels.
Increase in sales, thanks to a closer and more personalised commercial strategy.
In short, EnerIA is much more than technology: it is the bridge that connects Renfe with a vision of the future, towards more efficient, human and accessible transport.
English (UK)