Jetstar Brings Nuance Nina-Powered Virtual Assistant "Jess" to Facebook Messenger in Industry First
February 13 2018 - 8:00AM
Nuance Communications, Inc. (NASDAQ:NUAN) today announced Jetstar
has extended the deployment of web virtual assistant “Jess” to
Facebook Messenger to offer more points of contact for its
customers to engage. Powered by AI-driven virtual assistant, Nuance
Nina, Jess is now capable of providing real-time conversations on
Facebook Messenger to resolve customer queries across Australia,
New Zealand, and Asia.
As the first airline in Asia Pacific to extend the same
AI-powered virtual assistant from web to Facebook Messenger,
Jetstar is providing a contemporary digital experience for its
highly mobile customer base. Jess is now able to assist Jetstar’s
Facebook fans quickly and conveniently through retrieving customer
bookings, resending itineraries and adding baggage to bookings,
amongst a range of other ‘smart’ features. Through Facebook
Messenger, Jess is already showcasing results by achieving an
impressive 73% first-contact resolution (resolving the consumer’s
query through the chat session) when inbound traffic quadrupled
during the recent volcanic activity of Mount Agung in Bali.
“We’re excited to extend Jetstar’s virtual assistant, Jess, to
Facebook Messenger in partnership with Nuance. We have been testing
Jess on Facebook since November 2017 and have been overwhelmed with
the response. Jess has lowered response time from up to 17 hours to
zero minutes and has already assisted thousands of customers with
their enquiries,” said Liz McCarthy, Head of Customer Care,
Jetstar.
“Jetstar’s deployment on Facebook Messenger is setting a new
standard, allowing customers to engage with the brand the same way
they would their friends. Through Nuance’s natural language
understanding, conversational dialogue and advanced resolution
techniques, Jetstar customers can converse in real time, everyday
language whenever and wherever they are and receive immediate and
accurate responses,” said Robert Schwarz, managing director for
Nuance Enterprise, Australia and New Zealand. With increasing
expectations for personalized and targeted interactions, Jetstar’s
expansion of its virtual assistant offering to Facebook reflects
consumer demands to reach brands through their preferred online
channels. Jess on Facebook Messenger is powered by artificial
intelligence (AI) and natural language understanding to deliver an
accurate, contextual, and conversational dialogue, providing
consumers with answers in real-time in the same way it powers the
virtual assistant on the web. Today, Jess engages in close to
250,000 cross-channel conversations per month and has managed over
9 million conversations with Jetstar customers.
Earlier this year, Nuance was ranked the number one
chatbot/virtual assistant vendor for enterprise customer service by
leading research and advisory firm Forrester. There are over 6,500
enterprises using Nuance’s self-service technologies, processing an
estimated 16 billion transactions each year. Nuance has over 700
professional services team members who integrate the Company’s
customer service solutions deeply within the back-office systems of
many of the leading telecommunications and financial institutions
around the world, as well as leading healthcare, travel, and
government organizations. In a single platform, Nuance is the only
vendor to combine the tooling, intelligence and analytics of
natural language processing (NLP) and cognitive technologies, as
well as integrated security, to deliver automated and assisted
solutions targeted to Enterprise needs.
For more information about Nuance’s Nina, please click here.
About JetstarThe Jetstar Group is one of Asia
Pacific’s fastest growing airline brands with one of the most
extensive ranges of destinations in the region. It is made up of
Jetstar Airways (subsidiary of the Qantas Group) in Australia and
New Zealand, Jetstar Asia in Singapore, Jetstar Pacific in Vietnam,
and Jetstar Japan in Japan. Jetstar branded carriers operate up to
5,000 flights a week to more than 85 destinations. The Jetstar
Group carried more than 37 million passengers in financial year
2017.
About Nuance Communications, Inc.Nuance
Communications, Inc. (NASDAQ:NUAN) is the pioneer and leader in
conversational and cognitive AI innovations that bring intelligence
to everyday work and life. The company delivers solutions
that can understand, analyze and respond to human language to
increase productivity and amplify human
intelligence. With decades of domain and artificial
intelligence expertise, Nuance works with thousands of
organizations – in global industries that include healthcare,
telecommunications, automotive, financial services, and retail – to
create stronger relationships and better experiences for their
customers and workforce. For more information, please visit
www.nuance.com
Trademark reference: Nuance and the Nuance logo are registered
trademarks or trademarks of Nuance Communications, Inc. or its
affiliates in the United States and/or other countries. All other
trademarks referenced herein are the property of their respective
owners.
Contact Information
For PressUSKaren LinkNuance Communications,
Inc. Tel: 781-565-4797karen.link@nuance.com
APACPamela-Sue Klioufis
Burson-Marsteller, on behalf of NuanceTel: +61 438 180
686Pamela.Klioufis@bm.com
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