Got questions? Ask Jetstar’s Jess
Jetstar has launched a new virtual assistant service on its New Zealand website to help travellers easily find
information in a user-friendly format.
The customer service application called Ask Jess has been designed to deliver an online conversational experience that
simulates a human interaction.
Customers can get answers to a wide range of queries relating to their travel experience including booking, baggage and
seating.
The technology enables the Ask Jess system to understand what a customer says (their words) as well as what they want
(their intent).
Grant Kerr, Head of New Zealand for Jetstar, said Ask Jess was another step forward in improving the customer experience
for Kiwi travellers.
“We know time is valuable to all our customers and Ask Jess is about giving people answers to their queries
immediately,” Mr Kerr said.
Ask Jess was launched in Australia late last year and since then thousands of customers have used the online
self-service technology to look up their flight status, find their booking reference or re-send their “Ask Jess is
unique in the complexity and breadth of questions it can respond to,” Mr Kerr said.
“It links directly to Jetstar’s booking system and provides personalised responses across more than 20 different The
introduction of Ask Jess follows the successful launch of live chat on the Jetstar website early last year.
Since launching, Jetstar has assisted more than 200,000 customers via the live chat platform, Ask Jess is fully
integrated with the existing live chat service providing customers with a seamless handover to contact centre support
where required.
The Ask Jess solution is delivered using technology from US company Nuance Communications.
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