Copa Airlines “Ask Ana” virtual agent has dramatically improved the customer experience while lowering Copa’s operating costs.
Copa Airlines “Ask Ana” virtual agent has dramatically improved the customer experience while lowering Copa’s operating costs.
1 PagesTravellers that need fast, accurate answers are HIGHLY intolerant of airline websites that offer traditional ‘Help’ tools like site search or FAQs. Copa Airlines understood that in order to stay competitive, they needed a better way to provide customers with instant, accurate answers to urgent questions on their website. Percentage of customer queries handled by the VA Decrease in call and chat volumes Customer service interactions handled by the virtual agent Answer accuracy rate 50% 40% 50% 94% CHALLENGE SOLUTION Before the [24]7 Virtual Agent was deployed on Copa’s website, only 10% of the customer queries were handled online via Search and FAQs leaving 90% of the queries being handled by live agents (phone and chat). Two years after the “Ask Ana” virtual agent was deployed on C
