Case Studies WestJet Enhances Customer Experience with Netomi’s AI Solution

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	WestJet Enhances Customer Experience with Netomi’s AI Solution

WestJet Enhances Customer Experience with Netomi’s AI Solution

Use Cases	Onsite Human Safety Management
Services	Training
Challenge	WestJet, a leading airline, was facing the challenge of meeting the rising customer expectations for immediate, accurate, and effective resolution of their queries. The company was expanding its operations with new destinations, impressive additions to its fleet, and global partnerships. With this expansion, the customer base was also growing, leading to an increase in customer support tickets. The company was finding it difficult to manage the surge in customer queries and provide superior support. The situation was further exacerbated during the Covid-19 pandemic when the airline was inundated with requests for rebooking or cancelling flights, and a barrage of questions including flying restrictions and cancellations. Read More
About Customer	WestJet is a leading airline that prioritizes the customer experience. The company is constantly expanding its operations with new destinations, impressive additions to its fleet, and global partnerships. WestJet is known for embracing innovation to delight its ever-expanding customer base with superior support. The company has a large customer base that has high expectations for immediate, accurate, and effective resolution of their queries. WestJet's customers use various platforms like Facebook Messenger, WhatsApp, and Google Assistant for their pre-booking, booking, day-of-travel, and post-trip support. Read More
Solution	To address this challenge, WestJet introduced an AI solution named 'Juliet' into its workforce. Juliet was launched on Facebook Messenger, WhatsApp, and Google Assistant to assist with pre-booking, booking, day-of-travel, and post-trip support. Juliet was designed to immediately resolve nearly 700 highly repeatable queries while seamlessly escalating more complex issues to human agents. The AI solution was capable of scaling up instantly in times of crisis, providing immediate relief to the customer service teams. During the Covid-19 pandemic, Juliet was able to seamlessly scale operations and resolve the surge in volume, which at one point reached 200 questions per second. Read More Log in to view content
Contents

Use Cases

Onsite Human Safety Management

Services

Training

Challenge

WestJet, a leading airline, was facing the challenge of meeting the rising customer expectations for immediate, accurate, and effective resolution of their queries. The company was expanding its operations with new destinations, impressive additions to its fleet, and global partnerships. With this expansion, the customer base was also growing, leading to an increase in customer support tickets. The company was finding it difficult to manage the surge in customer queries and provide superior support. The situation was further exacerbated during the Covid-19 pandemic when the airline was inundated with requests for rebooking or cancelling flights, and a barrage of questions including flying restrictions and cancellations.

About Customer

WestJet is a leading airline that prioritizes the customer experience. The company is constantly expanding its operations with new destinations, impressive additions to its fleet, and global partnerships. WestJet is known for embracing innovation to delight its ever-expanding customer base with superior support. The company has a large customer base that has high expectations for immediate, accurate, and effective resolution of their queries. WestJet's customers use various platforms like Facebook Messenger, WhatsApp, and Google Assistant for their pre-booking, booking, day-of-travel, and post-trip support.

Solution

To address this challenge, WestJet introduced an AI solution named 'Juliet' into its workforce. Juliet was launched on Facebook Messenger, WhatsApp, and Google Assistant to assist with pre-booking, booking, day-of-travel, and post-trip support. Juliet was designed to immediately resolve nearly 700 highly repeatable queries while seamlessly escalating more complex issues to human agents. The AI solution was capable of scaling up instantly in times of crisis, providing immediate relief to the customer service teams. During the Covid-19 pandemic, Juliet was able to seamlessly scale operations and resolve the surge in volume, which at one point reached 200 questions per second.

Impact #1	The introduction of Juliet, the AI solution, has had a substantial impact on WestJet's operations. The AI solution has not only eased the burden on human support agents but also improved the guest experience. The automation of tickets has increased from 24% at launch to 87% today, without any human intervention. This has led to a significant rise in customer satisfaction by 24%. The AI solution has also shown its capability to scale up instantly during times of crisis, providing immediate relief to the customer service teams. The operational efficiency of the customer service teams has improved, and the upward trend continues.

Impact #1

The introduction of Juliet, the AI solution, has had a substantial impact on WestJet's operations. The AI solution has not only eased the burden on human support agents but also improved the guest experience. The automation of tickets has increased from 24% at launch to 87% today, without any human intervention. This has led to a significant rise in customer satisfaction by 24%. The AI solution has also shown its capability to scale up instantly during times of crisis, providing immediate relief to the customer service teams. The operational efficiency of the customer service teams has improved, and the upward trend continues.

Benefit #1	87% of support tickets are fully resolved with no human intervention
Benefit #2	24% increase in customer sentiment
Benefit #3	530K tickets resolved

Benefit #1

87% of support tickets are fully resolved with no human intervention

Benefit #2

24% increase in customer sentiment

Benefit #3

530K tickets resolved

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Overview

WestJet Enhances Customer Experience with Netomi’s AI Solution

Operational Impact

Quantitative Benefit