Continuing its commitment to use cutting-edge technology to enhance customer service, Amtrak has contracted with SpeechWorks International, Inc., the market leader of speech recognition solutions for e-business1, to provide its 1-800- USA-RAIL reservations and information line with speech recognition capabilities. With over 32 million callers each year, 1-800-USA-RAIL is one of the most popular travel telephone lines in the U.S.

When the new phone system goes live later this year, Amtrak anticipates that the convenience of the system will increase customer satisfaction. By simply speaking into the phone, customers will receive the information they need and will get immediate answers without having to use a touch- tone keypad or wait on hold. In addition, the system will redirect a significant number of calls, allowing reservations sales agents to focus on customers with more complex needs, such as booking multi-train reservations. Amtrak also anticipates a cost savings from increased automation and reduced hold time.

"As part of our strategic business plan, Amtrak has begun implementing an initiative to deliver world-class service to our 21 million customers from their first point of contact with us to their last," said Barbara J. Richardson, Amtrak executive vice president. "The technically-sophisticated phone system from SpeechWorks will keep Amtrak at the forefront of the travel industry and is another example of how we are using cutting-edge technology to better serve our customers."

For 1998, Call Center Magazine named Amtrak's telephone reservations call centers the best in the travel industry. The survey, which annually recognizes the most outstanding call centers, includes airlines, cruise lines, and rental car companies. In the past four years, Amtrak has made a significant investment in upgrading its three call centers in Philadelphia, Chicago, and Riverside, Calif. The improvements have ensured that customer calls are answered more quickly and efficiently routed between the three centers.

The first phase of the new phone service is expected to go live in the fall of 2000 and will enable callers to speak into any phone to receive automated train status information for all Amtrak trains. Subsequent phases will allow customers to receive schedule and fare information and book reservations, automatically, without pressing any buttons. The award-winning SpeechWorks(R) technology will understand callers' requests and provide immediate answers. The system will run on a platform from Intervoice-Brite (Nasdaq: INTV).

"We are delighted that Amtrak chose SpeechWorks to power its enterprise-wide, customer-facing phone system," said Stuart R. Patterson, CEO of SpeechWorks. "1-800-USA-RAIL is a perfect application for speech. As any traveler knows, the ability to make reservations quickly and efficiently is paramount. With the new system, travelers will be able to make plans hassle-free, and enjoy their trips even more."

About Amtrak

Created in 1971 to take over the rail passenger operations of the railroads, Amtrak today serves more than 21 million customers annually on its national network of intercity trains and employs more than 24,000 people. Amtrak trains and connecting Thruway Motorcoaches serve more than 500 communities in 45 states. An additional 54 million customers use commuter services operated by Amtrak under contract to regional transportation authorities.

Under Amtrak's new leadership and strategic business plan, the corporation is turning the corner to become a successful business enterprise. Key elements of its turnaround include developing public and private business partnerships, improving and guaranteeing consistency and quality of service, introducing high-speed rail in the Northeast, and creating other high-speed rail corridors nationwide. For more information about Amtrak, including schedules, fares, and reservations, call 1-800- USA-RAIL (1-800-872-7245) or visit Amtrak's web site at www.amtrak.com.

About SpeechWorks International, Inc.

Organizations worldwide rely on SpeechWorks to delight their callers and provide them with a new level of service over the phone. Complementing the self-service model of e-business, SpeechWorks(R) speech recognition solutions, including the revolutionary SpeechSite(TM) solution, let consumers direct their calls, obtain information and complete transactions automatically, simply by speaking naturally over any phone, anytime.

SpeechWorks customers include some of the world's most sophisticated customer service innovators such as Amtrak, Continental Airlines, E*TRADE, FedEx/Nextlink, Hewlett-Packard, MapQuest.com and United Airlines. The Company offers the SpeechWorks Here(TM) Guarantee, the industry's only program that includes a money-back guarantee.

Headquartered in Boston, Massachusetts, with offices worldwide, SpeechWorks is a privately held corporation with financing from Intel Corporation, The Intel64 Fund, SAP and venture capital firms. To experience the power of SpeechWorks, call toll-free: 1.888.SAY.DEMO. For additional information, call 617.428.4444 or visit www.speechworks.com.

SpeechWorks, SpeechWorks Here and SpeechSite are trademarks or registered trademarks of SpeechWorks International, Inc. in the United States and other countries. All other trademarks are the property of their respective owners.

National Railroad Passenger Corporation 60 Massachusetts Avenue, N.E., Fourth Floor Washington, D.C. 20002-4285 www.amtrak.com

Publication date: 2000-04-19