CTA introduces innovative chatbot for real-time customer interaction

The Chicago Transit Authority (CTA) has announced that it has rolled out an innovative virtual service, Chat with CTA, aimed at enhancing customer experience and engagement with the public transport system. Developed in partnership with Google Public Sector, this chatbot, accessible via transitchicago.com, enables riders to report issues, share feedback and receive prompt responses.

“We are excited for this opportunity to provide our customers with another convenient option to contact us; to voice their concerns and share their feedback,” said President Dorval R. Carter, Jr., President of the Chicago Transit Authority. “This will become a powerful tool for CTA that redefines our relationship with our customers in a very positive and proactive way. I’m really excited for the potential of what we can do with this, and how it will inform a lot of the other things we’ll be doing at CTA.”

The chatbot is designed to handle non-emergency inquiries, covering a range of topics including cleanliness, maintenance, safety and service disruptions. Notably, it does not respond to emergency situations, with riders advised to contact 911 or station personnel in such cases.

To cater to the diverse Chicago population, Chat with CTA offers support in five languages – English, Spanish, Polish, Filipino/Tagalog and Simplified Chinese – and is compatible with screen readers for the visually impaired.

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In terms of accessibility, the chatbot is integrated across the CTA website, especially on the streamlined “Contact Us” page, ensuring easy access from any device, including mobiles.

Looking ahead, CTA is focused on further enhancements, such as enabling two-way conversations, providing incident resolution updates, and facilitating proactive communications with customers.

The introduction of Chat with CTA aligns with the transit authority’s commitment to evolving customer service and modernising support options, underscoring its dedication to improving the overall rider experience.