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News : Jetstar Selects Nuance's Nina Web for Virtual Assistant
BURLINGTON, Mass., Dec 16, 2013 -- Nuance Communications announces that Jetstar has launched a new virtual assistant called "Ask Jess" which is based on Nuance Nina Web, an intelligent virtual assistant that delivers a human-like, conversational customer service experience. Customers simply type to Jess, and Jess provides the answers.
The new Ask Jess virtual assistant draws on Nuance Nina, an intelligent virtual assistant that leverages innovative natural language understanding technology and delivers a conversational interface to web visitors which simulates human conversation. Nuance's Natural Language Understanding (NLU) technology allows applications like Ask Jess to understand a customer's intent through an interactive, text-based chat experience. By understanding what customers want, Ask Jess makes getting information on booking, baggage and seating easier than navigating pages on a Web site. Jetstar's Ask Jess virtual assistant is also fully integrated with the company's existing live chat service, delivering a seamless handover to human support when required.
"It's clear that consumers want greater levels of service on the Web," said Ian Watson, Head of Customer Care, Jetstar. "Our aim with Ask Jess was to deliver a truly innovative experience with a virtual assistant - to not only provide information more quickly, but to provide the right information, based on an understanding of what the consumer needs. Jess has already been quite busy handling requests that would have otherwise gone straight to our contact center, and she's doing great work. In fact, in just her first 5 days on the job, she has successfully answered over 77% of all requests."
"Jetstar's deployment of Nina Web is a perfect example of how our deep expertise in NLU and conversational technology can create a truly engaging Web experience that consumers prefer over a static Web page," said Robert Weideman, executive vice president and general manager, Enterprise Division, Nuance. "We've seen time and again that delivering this type of virtual assistant experience - across all channels, in fact - to support customer self-service boosts customer engagement and loyalty and is a real differentiator for enterprises in today's competitive environment in terms of retaining existing customers and acquiring new customer as well."
Ask Jess is available 24 hours a day, seven days a week to customers on the Australian version of Jetstar. The service will be rolled out in New Zealand, Singapore and all other English versions of the site early next year. Japanese and simplified Chinese versions of the service are also planned.
Posted by Veronica Silva Cusi, news correspondent
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Nuance Communications (NASDAQ: NUAN) is a provider of voice and language solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications.
About Jetstar Airways:
Jetstar Airways is an Australian low-cost airline headquartered in Melbourne, Australia. It is a wholly owned subsidiary of Qantas, created in response to the threat posed by low-cost airline Virgin Blue.
Published: Tuesday, December 17, 2013