Customers affected by qualifying service disruptions can now access Quality Service Pledge rideshare vouchers through Metrolink’s AI-powered website Digital Assistant.
Metrolink’s Customer Experience and Integrated Digital and Technology Services (IDTS) teams are joining forces to explore emerging technologies, like generative artificial intelligence, that enhance accessibility and convenience for riders. As part of this initiative, last summer, Metrolink introduced an AI-powered website Digital Assistant, which has undergone a recent upgrade designed to improve customer support and streamline internal processes during service disruptions.
The online Digital Assistant now provides rideshare vouchers directly through the website when qualifying train delays trigger Metrolink’s Quality Service Pledge. This new, mobile-friendly capability is making it faster and more convenient for impacted customers to receive and redeem vouchers.
“Before this new customer service channel, Uber voucher fulfillment was heavily reliant on social media and our call center,” Director of Customer Experience Mary Riemer said. “The Digital Assistant eliminates an extra step for our riders, allowing them to get the assistance they need more quickly while also easing call center traffic.”
As project leaders, Mary and Web Services Manager Richard Ledesma employed a user-driven approach to implementation, prioritizing reliability and ease of use for customers and efficiency and simplicity for responding Metrolink representatives, including those in the field. Metrolink’s expert team of communications supervisors and coordinators, who work closely with Dispatch Operations Center staff, also played a central role in adapting internal processes and procedures to include the enhanced website Digital Assistant.
As of Thursday, March 27, the Digital Assistant has facilitated 356 Uber rides for passengers during qualifying service interruptions. Since it launched in June 2024, the Digital Assistant has, among other things, assisted customers with:
- Real-time train status updates
- Ticket prices and schedules
- Locating nearby stations
- Translating essential information into the user’s language of choice
Rideshare voucher distribution through Metrolink’s Digital Assistant is being piloted through the first week of May 2025, at which point the project’s performance will be evaluated and next steps will be determined.