The updated TrainTracker NRE service is expected to use industry leading voice recognition technology capable of accurately and consistently recognising natural language and multiple item requests in a single utterance. The service will interact with TISL provided APIs for the provision of train running information and is expected to include self service elements to enable control and manipulation of reference data and call flow by TISL.

National Rail Enquiries, as part of their call handling strategy, provide a interactive voice response service to enable customers to request and receive real time train running information, including full journey planning up to 3 months in advance and information about the cheapest available fares for their journey.

The service handles 6 000 calls each day with peaks in excess of 14x this volume during disruption. The current contract for the provision of this service expires in september 2012 and TISL will use this opportunity to update and refresh this service to ensure it continues to meet customer expectations.