MADRID, 3 Mar. (EUROPA PRESS) –
Renfe has invested in Ares terminals, validated by the Spanish Confederation of Families of Deaf People-Fiapas, to offer a remote care service at stations through simple, inclusive operation and that have magnetic loops for deaf people.
In this way, the railway company has joined the commemoration of World Hearing Day. The machines with the Ares system will finish being installed in the stations of ‘Empty Spain’ this year, a technological solution that solves the needs of customer service and ticket sales through a remote customer service service for travelers with physical agents located in a ‘ contact center’.
Since May 2023, according to Renfe, more than 20,000 sales operations have been carried out with this comprehensive customer service model and more than 114,000 remote in-person customer service operations. The ‘Ares agents’ appear on the terminal screens and interact with users, attending to their needs for information, attention and purchase of tickets. By simply touching the touch screen, the user is assisted by a teleoperator.
Ares machines have magnetic loops that have been validated by Fiapas to facilitate communication for deaf people with hearing aids and/or hearing implants, eliminating environmental noise and bringing sound and voice closer, thus promoting hearing. They also have braille labeling.
