WestJet has just become the first Canadian airline to launch an artificial intelligence (AI) powered chatbot, that allows guests to discover destinations, book trips and receive instant support. The chatbot, named Juliet, is available in both English and French through Facebook Messenger and can be accessed at http://m.me/westjet.
“Juliet is the first of many ways WestJet will be raising the bar using digital to improve the guest experience and make the travel journey easier and more enjoyable,” said Alfredo C. Tan, WestJet Chief Digital and Innovation Officer.
“A majority of internet users are already using a messenger platform, including Facebook Messenger. Launching Juliet gives even more access to quick, simple support on a platform that a majority of our guests already have at hand.”
The chatbot, which is named after one of WestJet’s original aircraft, uses reinforcement learning allowing the chatbot to learn the way humans do, with a combination of instruction, examples, and experience, leading to better responses over time.
Westjet has announced that it will continue to add more functionality, features, and capabilities to Juliet including availability on different platforms and voice interaction.