Netomi
WestJet Reduces Customer Resolution Time, Taking the Guest Experience Up a Notch
Summary
WestJet utilizes an AI-powered chatbot named 'Juliet' to enhance customer experience by automating resolutions to customer queries, thereby increasing productivity and customer satisfaction.
Value Drivers
Challenges
- Meeting rising customer expectations for immediate, accurate, and effective resolution.
- Lack of real-time visibility into operations
1 more challenges available
Solutions
- Implementation of AI-powered chatbot Juliet to automate customer service queries.
- Deployed real-time monitoring and analytics platform
1 more solutions available
Outcomes
- Juliet is the first line of defense in 100% of interactions, handling over 50% of inquiries.
- Achieved 24/7 real-time visibility and monitoring
- Successfully scaled operations to support 3x growth
- Decreased operational costs by 40% annually
3 more outcomes available
Products
Software
Juliet
An AI-powered chatbot integrated with WestJet's core business systems to resolve customer queries across various stages of travel.
Target Organization
WestJet
Description: A Canadian airline focused on providing affordable flights and exceptional guest experiences.
Industry:Travel, Aviation