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News : Jetstar's Ask Jess Launched in New Zealand
March 18, 2014 -- Jetstar has launched a new virtual assistant service on its New Zealand website to help travellers easily find information in a user-friendly format.
The customer service application called Ask Jess has been designed to deliver an online conversational experience that simulates a human interaction.
Customers can get answers to a wide range of queries relating to their travel experience including booking, baggage and seating.
The technology enables the Ask Jess system to understand what a customer says (their words) as well as what they want (their intent).
Grant Kerr, Head of New Zealand for Jetstar, said Ask Jess was another step forward in improving the customer experience for Kiwi travellers. We know time is valuable to all our customers and Ask Jess is about giving people answers to their queries immediately," Mr Kerr said.
Ask Jess was launched in Australia late last year and since then thousands of customers have used the online self-service technology to look up their flight status, find their booking reference or re-send their itinerary.
"Ask Jess is unique in the complexity and breadth of questions it can respond to," Mr Kerr said. "It links directly to Jetstar’s booking system and provides personalised responses across more than 20 different topics."
The introduction of Ask Jess follows the successful launch of live chat on the Jetstar website early last year. Since launching, Jetstar has assisted more than 200,000 customers via the live chat platform, powered by LivePerson.
Ask Jess is fully integrated with the existing live chat service providing customers with a seamless handover to contact centre support where required.
The Ask Jess solution is delivered using technology from US company Nuance Communications.
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Nuance
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: Wednesday, March 19, 2014