News

Jetstar gets innovative with new virtual assistant

How annoying is it when you just want an answer to a simple question about your flight or baggage allowances and yet you’re stuck on hold for hours on end listening to that ghastly elevator music. Sometimes the website is hard to make sense of and all you need is a simple clarification from someone so you can relax and look forward to your flight.

Jetstar is one airline who has listened to its customers and, after 1000 hours of manpower, has developed a new customer service application called Ask Jess. The application simulates a human conversation and can be used 24 hours a day, seven days a week. Developed by Nuance Communications, the Ask Jess application is programmed to not only understand what you are saying, but also the intent behind your questions to give you the best customer service excluding a real life person.

Ask Jess links directly to Jetstar’s booking system and provides personalised responses for more than 20 topics. So instead of that annoying message of I’m sorry, I don’t know what you’re trying to say, please see such and such, Ask Jess can help customers look up their flight, find their booking or re-send their itinerary. If for some reason Ask Jess can’t understand you, heaven forbid, the application will seamlessly pass you over to contact centre support.

Nuance Senior Vice President Asia Pacific Jason Stirling said Jetstar was bringing the online virtual assistant concept to a whole new level with the introduction of Ask Jess.

“We’re confident that Jetstar customers will see incredible value in the service that Ask Jess provides in terms of the natural, engaging and personalised experience it can deliver,” he said.

The launch of this new technology follows the success of Jetstar’s Live Chat launched in March this year, and is currently available on the Australian Jetstar site.  Other English sites such as New Zealand and Singapore will launch Ask Jess early next year and Japanese and Chinese applications are currently in development. 

SEE WHAT PEOPLE ARE SAYING

Comments are closed.

Wholesalers

Wholesaler Wrap: Intrepid $1 deposits are back, Contiki launches plant-based trip, Trafalgar’s airfare deal + MORE!

Start your week right, by getting the jump on all the latest deals, updates and pretty pictures from your favourite wholesalers, best served with a triple shot long black and half a tube of Berocca.

Share

CommentComments

Tourism

Nominations now open for the 2020 NITAs

Are you hoping to fill some empty space in your office trophy cabinet this year? Well, you could enter the NTIAs, or you could just purchase some old silverware from Vinnies.

Share

CommentComments

Tourism

OPINION: Three travel marketing trends to drive bookings in 2020

by Chris Greenwood

Surrounded by picturesque beaches filled with fun-loving locals and a plethora of exotic animals, Australia is a bucket-list destination for […]

Share

CommentComments

Aviation

Qantas’ bitter court stoush with Perth Airport continues

by Christian Fleetwood

The flying kangaroo has been ordered to hand over information on airport fees and the profitability of its Perth route in an ongoing legal battle with Perth Airport.

Share

CommentComments

Wholesalers

AFTA boss says “many and very serious questions” to be asked about Excite Holidays

by Huntley Mitchell

Jayson Westbury says he is committed to uncovering the truth about the collapse of Excite Holidays, which has left many agents and their clients in limbo.

Share

CommentComments

Destinations

Venice: Low tide sees canals become impassable by gondolas

Tourists to the city of Venice have been met with a stark contrast to November’s high tides.

Share

CommentComments

Tourism

Flavour of the Week: Chimu’s new national sales manager, SA Premier takes state’s top tourism job + MORE!

It’s ups and downs in this Flavour of the Week, with appointments and resignations aplenty. For added enjoyment, Travel Weekly highly recommends reading this with an alcoholic beverage in hand.

Share

CommentComments

Cruise

Agents can now book brand-new expedition voyages with Viking

Viking’s brand-new expedition itineraries have launched, and they just happen to coincide with the launch of Travel Weekly’s ‘Pub Crawl’ and ‘Weekend Bender’ itineraries.

Share

CommentComments

Aviation

Airline employee’s sassy tweet goes viral

You can absolutely tell who on Twitter has worked in customer service before based on their response to this viral tweet.

Share

CommentComments

Aviation

WATCH: skateboarder’s plane toilet prank goes terribly wrong

This one has everything you want in a Friday story: a pro skateboarder, a prank gone wrong and even a dash of toilet humour. All that’s missing is an early mark and a cheeky wine.

Share

CommentComments

Wholesalers

These are your 2020 travel horoscopes, courtesy of G Adventures

We don’t know about you, but we think horoscopes are pretty neat. In fact, we use Mercury in retrograde as an excuse for just about everything.

Share

CommentComments

Travel Agents

Agent Wrap: agents treated to KURIOS performance, PTM hits Papua New Guinea + MORE!

Judging by the length of this wrap, you agents sure have been quiet lately. Well, as quiet as a bunch of jet-setting socialites can be.

Share

CommentComments