Nuance Communications (News - Alert), a provider of voice and language solutions to businesses, announced Jetstar has launched a virtual assistant called “Ask Jess” based on Nuance Nina Web, a virtual assistant platform that delivers human-like, conversational customer service experience.
Jetstar is the first airline company to deploy Nuance Nina Web virtual assistant for customer service, Nuance said.
Ask Jess powered by Nuance Nina delivers a conversational interface to Web visitors and simulates human conversation. It features Nuance’s Natural Language Understanding (NLU) technology that allows applications like Ask Jess to understand a customer’s intent through an interactive, text-based chat experience, allowing Jetstar to deliver greater levels of service on the Web.
“Our aim with Ask Jess was to deliver a truly innovative experience with a virtual assistant – to not only provide information more quickly, but to provide the right information, based on an understanding of what the consumer needs,” said Ian Watson, head of Customer Care, Jetstar, in a statement.
“Jess has already been quite busy handling requests that would have otherwise gone straight to our contact center, and she’s doing great work,” Watson added. “In fact, in just her first 5 days on the job, she has successfully answered over 77 percent of all requests.”
The deployment of Nina Web by Jetstar further demonstrates the expertise of Nuance in language processing and conversational technology. The type of virtual assistant experience across all channels to support customer self-service boosts customer engagement and loyalty, the company said.
The popularity of virtual assistant is growing, says Nuance. A recent survey has shown a vast majority of consumers (71 percent) would prefer a virtual assistant as part of the Web self-service experience to provide a more efficient and human-like interaction.
Nina Web, according to Nuance, has shown to increase the value of Web orders by 25 percent and increase conversion rates by 7 percent in e-commerce transactions. Large organizations around the world such as Gamefly, Kaspersky, Michelin, Nespresso and Windstream (News - Alert) rely on Nina Web to deliver engaging, efficient Web self-service interactions and reinvent their customer experience.
Edited by Ryan Sartor