AI Case Study

WestJet introduces a customer service chatbot on Facebook Messenger

WestJet has implemented a chatbot via Facebook Messenger, "Juliet", to assist customers with questions about flights, bookings, promotions, etc. It does so purportedly using reinforcement learning along with rules for natural language processing, in English and French.

Industry

Transportation

Airlines

Project Overview

"Juliet uses reinforcement learning to learn the way humans do, with a combination of instruction, examples, and experience, leading to better responses over time. Of course, Juliet will need a little help along the way, which is why our 24/7 Social Care team is on hand to pick up the conversation if needed."

Reported Results

Just launched; results not yet available

Technology

Details undisclosed

Function

Customer Service

Technical And Product Support

Background

WestJet is a Canadian-based challenger airline. It operates internationally and has just introduced a chatbot for customer service via Facebook messenger.

Benefits

Data

Text messages via Facebook Messsenger