Nuance has been working with Jetstar, 2018 APAC Budget Airline of the year, for a number of years now. While many organisations keep talking about implementing a virtual assistant, Jetstar is getting on with it and expanding Jess’ capability across all channels.
Today, Jetstar’s virtual assistant, Jess, triages customers across mobile, online and Facebook Messenger. She has had over 10.4 million conversations with travellers over the last 5 years.
The results speak for themselves:
- 48% of customers engage with Jetstar through Jess
- 270+% ROI in Jess
- 17% decrease in IVR call volumes
- 50% increase in Virtual assistant contact volumes