Virtual Agent - Online Self Service Case Study - Copa Airlines
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Transcript of Virtual Agent - Online Self Service Case Study - Copa Airlines
Latin America’s fastest
growing airline and
Star Alliance Member
The Panama “hub”
offers more
connections than any
airline in the region
“Ask Ana” Online Virtual Agent from:
24/7 Access to “Instant Answers”
66 Destinations
29 Countries
Online self-service in
multiple languages helps Copa deliver an
outstanding customer
experience
Providing customers with
instant, accurate answers
while they are online is
critical for modern airlines
Booking flights
Finding flight status
Baggage Rules
Copa Customers often “Ask Ana” important
questions on:
Ask Ana Takes Flight! Customers increasingly
prefer online self-service
over phone, email or chat
CALL VOLUME REDUCTION
Now that answers to informational
questions are automated through Ask
Ana, fewer customers have a need to
phone in to the call center.
Call Volume Growth
17% (Jan 2012 - Jun 2012)
Call Volume Growth
11% (Jan 2013 - Jun 2013)
…and continues to decline
Call Deflection
This frees live agents’ time at Copa
to help customers who need live
support
Multi-Channel Customer Service Integration
In addition to their website, Copa
has extended Ask Ana’s self-
service capabilities to Facebook
383,619 People Like Copa Airlines
Outstanding Customer Service Has No Geographic Boundaries
English
Spanish
Portuguese
Countries receiving customer
service from Ask Ana
3 MAIN LANGUAGES: