Jetstar’s success in the market has resulted in ongoing expansion throughout Australia, New Zealand and Asia, increased customer reach and increased customer queries. The company attracts approximately ten thousand new passengers per month, putting pressure on its contact center. The airline’s expanded network of highly mobile travelers wants Jess to be able to deliver more while they travel; to be accessible to them on whatever device they are using. And, increasingly, it’s the mobile channel.
The contact center was facing a 30% growth year‑on‑year in customer queries. In addition, dealing with the spikes in contact center demand during times of natural disaster and aircraft engine problem impacts on flights were taxing the contact center staff. And those travelers far away from home are in no position to wait up to an hour to speak with an agent due to inordinate global roaming charges.
Growing expectations by customers interacting with
Jess meant her skill set needed to be expanded. Working closely with Nuance, in addition to developments
in AI and virtual assistant technologies, Jess’s communications with travelers were augmented. Her go‑to‑help competencies were enhanced, as were her skills to understand fully contextually raised queries.
Deploying Nuance’s latest linguistic engine technology, a revitalized Jess understands more contextually
and learns more rapidly, enabling greater and faster assistance to Jetstar’s passengers. Through leading‑edge AI, machine learning and NLU technology, she fast tracks her own learning. Customer numbers deflected
to either live chat or phone agents is reducing due to the high percentage of customers being contained by Jess’s ability to answer all their queries.
Jetstar launched into Facebook Messenger in New Zealand, Australia and Singapore in November 2017 in response to the increasing trend of messaging customer inquiries. From November 2017 to June 2018, there were over 37,000 conversations with Jess on Facebook Messenger assisting more than 8,000 customers.