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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. 

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