"Now more than ever, customers are becoming more vocal and creative in the ways in which they communicate with train operators, through traditional channels such as telephone calls and letters, through to emails and social media. Due to this influx of unstructured communications and the unpredictability of the rail infrastructure, it is important that organisations find a way of managing the plethora of data they receive from customers on a daily basis.

Although there are various trusted and established systems and processes currently available to train operators, such as Customer Relations Management systems (CRM’s) and Robotic Process Automation (RPA), these often fall short of the mark."