WestJet’s AI-Powered Digital Travel Assistant, Juliet, Now Answering Questions on Google Assistant

Written by Shail Gupta  on   Nov 26, 2019

Building on WestJet’s success with AI-powered customer support on Facebook Messenger, the Canadian airline now delivers convenient and easy customer support to the 1 billion users of the world’s most popular voice assistant.

Millions of people use Google Assistant every day for listening to music, making grocery lists, and sending messages. As of today, WestJet passengers can take care of their basic travel needs by speaking to their Google Assistant using Juliet, WestJet’s Netomi-powered Digital Travel Assistant.

Juliet is already available as a text-based virtual digital travel assistant on Facebook Messenger. But WestJet wanted to go further in meeting its customers where they spend their time. Customers today demand convenient, effortless support across a variety of channels. Increasingly, this means simply speaking out loud to helpful home assistants like Google Assistant. 

With Juliet on Google Assistant, guests have a new hands and screen-free way to get answers to questions about flight status, travel documentation and baggage allowances.  

“Travel can be stressful and with the addition of Juliet as a voice-activated assistant, guests now have an even faster, easier and hands-free option available to receive real-time information to some of WestJet’s most frequently asked questions,” said Alfredo C. Tan, WestJet’s Chief Digital Officer.

Here are a few examples of what guests can ask Juliet with Google Assistant: 

“Hey Google, ask WestJet the flight status for WS123 today”

“Hey Google, ask WestJet about traveling with my dog”

“Hey Google, ask WestJet what identification I need to travel”

“WestJet has an incredible dedication to providing seamless customer experiences. We’re so thrilled to partner with the airline to enable travelers to get the answers they need, literally without lifting a finger.,” said Puneet Mehta, Netomi’s Founder and CEO. “Whether a guest is scrambling to pack last minute and are curious about how many bags they can bring, or are running around frantically looking for a Passport they are not sure they actually need to board their plane, customers can now get the information they need without interrupting their life or even picking up their phone. They can simply speak.”  

Customers can access customer service on their Google Home, Mini, or any products using Google Voice.

The Launch Follows Juliet’s Success on Facebook Messenger 

WestJet initially launched Juliet on Facebook Messenger where it is now the first line of defense in 100% of all interactions. Today, Juliet handles more than 74% of all inquiries on Messenger without any human intervention. Juliet responds to customers in less than 1 second. As a result, WestJet has seen an increase of 24% in consumer satisfaction according to surveys provided immediately after support interactions.

Read a full case study published by Facebook here

As Google Assistant becomes more popular, it will become a key customer support channel 

With an installed base of 1 billion, Google Assistant has the largest reach of any voice assistant on the planet.   While it’s  still a relatively new channel for customer service, about one-third of all smart speaker owners say they are interested in using their devices to contact customer service departments. We expect this to grow exponentially as companies like WestJet make convenient, hands-free support a core part of their offering and teach customers the value of AI-powered virtual assistance.

Try Juliet out!

Juliet can be accessed by downloading Google Assistant for free from any mobile device’s app store on both Android and Apple Devices, or on any Google Home speaker.

To learn more about how Netomi can help your company scale customer happiness with a travel chatbot or AI on Google Assistant and other channels, request a demo today.

Why Media And Entertainment Companies Need AI Now (New eBook Available)

Written by Emily Cummins  on   Nov 20, 2019

Conversational AI holds the keys to drive M&E revenue growth, provide customer happiness and win market share.

M&E companies consistently are found to have among the worst customer service and customer experience in numerous surveys, including the American Customer Satisfaction Index1. What’s more, the list of media and entertainment companies that need to provide front-line customer service and support is rapidly expanding. 

The evolving customer service landscape for Media and Entertainment Companies

In the media and entertainment landscape today, the average customer has direct subscriptions to many more organizations than they ever did before. As of 2019, the average American had 3.4 subscriptions to paid streaming video or media services, according to Vindica2. If free trials are added in, the number goes even higher. This figure does not include satellite radio or standard cable television packages or premium subscriptions to sports apps, for example. This combination of unbundling and competition means that customer experience and customer support are absolutely crucial to competing, because there are now dozens of relatively similar services competing for customer attention and wallet. 

Rapidly changing customer expectations 

The explosion of offerings and services happens just as customer expectations have radically shifted. For every question or issue, customers expect immediate response times in every channel, including chat and SMS customer service, social, voice and customer support email. Even worse, the penalty for customer service failures can be hyper-magnified as unhappy users take to Twitter or other media to share their complaints. These highly public service meltdowns are not only bad for word-of-mouth and brand reputation but also for the bottom line. They also may help competitors.

Customer support is something that the M&E industry is consistently criticized for, despite billions of dollars being sunk into improving this part of their business. For example, Comcast, a cable company and content provider that has invested considerable sums to upgrade its customer support, has consistently struggled to shed its dubious distinction of “Worst Customer Service Rating” among all companies. How bad is it? There is even a Wikipedia page3 for “Criticism of Comcast”!

These bad raps are all the more harmful in an age when more consumers are considering cutting their cord and opting into director competitors for broadcast service like YouTubeTV and HBO’s own streaming service. And those same customers are more likely to try and switch among various streaming services like Netflix and Hulu. These trends are all driving towards a future where better customer experience and service is essential to customer satisfaction and retention on any media or entertainment property. One scalable, economical and effective way to move the needle on this is modern Conversational AI. 

How Conversational AI can help M&E companies 

Conversational AI is newer and more advanced version of legacy AI technologies often referred to incorrectly as chatbots

Modern Conversational AI can respond on a wide range of queries within the defined domain and it can handle a wide variety of natural language contexts, misspellings, and even slang and short-form. It also is intelligent enough to understand when it needs to ask for new information and when information requests are repetitive and annoying to customers. 

Leveraging Conversational AI, M&E companies can respond, within seconds, to a large variety of customer needs. Examples include zero-touch upgrading of customer subscription plans, zero-touch in-take of technical problems and repair scheduling, and rapid updating of payment information or profile information. 

If executed correctly, Conversational AI should eliminate the need for human agents to touch 50% of inbound support, according to research.  By enabling faster response times and more effective self-service for customers, Conversational AI can significantly increase customer satisfaction with brands. 

Interested in learning more about AI for the media and entertainment industry? Download your copy of Conversational AI for Customer Service in Media and Entertainment here

 

References 

  1. https://marketing.theacsi.org/acton/attachment/5132/f-78a27f14-75a3-4931-bc45-88a41e7ce28c/1/-/-/-/-/ACSI%20Telecommunications%20Report%202018-2019.pdf 
  2. https://www.vindicia.com/company/in-the-news/how-many-streaming-video-services-does-average-person-subscribe 
  3. https://en.wikipedia.org/wiki/Criticism_of_Comcast