Nuance AI virtual assistant helps Jetstar customers via Facebook

Jetstar has employed the Nuance Communications AI-powered virtual assistant, ‘Jess’, on Facebook Messenger.

It is hoped that more customers will be engaged if there are more points of contact provided for them.

Powered by AI-driven virtual assistant Nuance Nina, Jess is now capable of providing real-time conversations on Facebook Messenger to resolve customer queries across Australia, New Zealand and Asia.

As the first airline in Asia–Pacific to extend the same AI-powered virtual assistant from web to Facebook Messenger, Jetstar is providing a contemporary digital experience for its highly mobile customer base.

Jess is now able to assist Jetstar’s Facebook fans quickly and conveniently through retrieving customer bookings, resending itineraries and adding baggage to bookings, amongst a range of other ‘smart’ features. Through Facebook Messenger, Jess has achieved an impressive 73% first-contact resolution (resolving the consumer’s query through the chat session) when inbound traffic quadrupled during the recent volcanic activity of Mount Agung in Bali.

“We have been testing Jess on Facebook since November 2017 and have been overwhelmed with the response. Jess has lowered response time from up to 17 hours to zero minutes and has already assisted thousands of customers with their enquiries,” said Jetstar Head of Customer Care Liz McCarthy.

“Jetstar’s deployment on Facebook Messenger is setting a new standard, allowing customers to engage with the brand the same way they would their friends. Through Nuance’s natural language understanding, conversational dialogue and advanced resolution techniques, Jetstar customers can converse in real time, everyday language whenever and wherever they are and receive immediate and accurate responses,” said Nuance Enterprise, Australia and New Zealand Managing Director Robert Schwarz.

With increasing expectations for personalised and targeted interactions, Jetstar’s expansion of its virtual assistant offering to Facebook reflects consumer demands to reach brands through their preferred online channels.

Jess on Facebook Messenger is powered by artificial intelligence (AI) and natural language understanding to deliver an accurate, contextual and conversational dialogue, providing consumers with answers in real time in the same way it powers the virtual assistant on the web. Today, Jess engages in close to 250,000 cross-channel conversations per month and has managed over 9 million conversations with Jetstar customers.

Image credit: ©stock.adobe.com/au/Sergey Nivens

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