Jetstar has expanded its virtual assistant Jess to Facebook Messenger.

Customer can now ask Jess to retrieve bookings, resend itineraries and add baggage to bookings through the Messenger app.

Built on top of AI-powered virtual assistant Nuance Nina, the chatbot is an expansion of Jetstar’s existing web-based automation customer service tools which were rolled out in 2013.

According to the company Jess was able to resolve 73 per cent of the consumer’s queries through the chat sessions when inbound traffic quadrupled during the recent volcanic activity of Mount Agung in Bali.

“We have been testing Jess on Facebook since November 2017 and have been overwhelmed with the response. Jess has lowered response time from up to 17 hours to zero minutes and has already assisted thousands of customers with their enquiries,” said Liz McCarthy, Head of Customer Care, Jetstar.

Jess on Facebook Messenger is powered by artificial intelligence (AI) and natural language understanding to deliver an accurate, contextual, and conversational dialogue, providing consumers with answers in real-time in the same way it powers the virtual assistant on the web, the company said.

Today Jess engages in close to 250,000 cross-channel conversations per month and has managed over 9 million conversations with Jetstar customers.

“Jetstar’s deployment on Facebook Messenger is setting a new standard, allowing customers to engage with the brand the same way they would their friends. Through Nuance’s natural language understanding, conversational dialogue and advanced resolution techniques, Jetstar customers can converse in real time, everyday language whenever and wherever they are and receive immediate and accurate responses,” said Robert Schwarz, managing director for Nuance Enterprise, Australia and New Zealand.

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