Artificial intelligence for airlines? Ask WestJet

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Canadian airline, WestJet has announced Juliet, its digital travel assistant available on Google Assistant, which can give customers a hands-and screen-free way to have their questions answered on the day of travel. To chat with Juliet, guests need only say “Hey Google, ask WestJet” to get started.

Juliet can provide quick answers for managing itineraries, travel documentation and ID requirements, along with information on how to travel with pets and service animals. Guests can also determine in real-time whether a bag needs to be checked or can be carried on, with the help of her handy baggage-size calculator.

Powered by artificial intelligence, Juliet has been learning for the past 16 months and Google Assistant was selected for her platform based on user data and research. Through continued learning, she will become more capable as more users interact with the system. Customers can also chat with Juliet on Facebook Messenger.

“Juliet was the first AI chatbot launched by a Canadian airline and as we build on her success, we will continue to personalise and advance her trusted abilities across additional platforms for our guests,” said Alfredo C. Tan, WestJet’s chief digital and innovation officer.

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Ever since his first flight on a TriStar, Adam has loved air travel, and since becoming editor of the Aircraft Interiors International brand he has really enjoyed the opportunity to be involved with the latest aircraft and airline products before they are even launched. Adam co-ordinates the running of the magazine, from commissioning articles and artwork, to ensuring that high standards of quality are maintained, as well as managing online content. Adam is proud to sit on the jury of the Crystal Cabin Awards and to have laid on the bed in Etihad's Residence.

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