Use Conversational AI to help you fly.
JetBlue, the $10B global airline, wanted to leverage AI, specifically Conversational AI, to revolutionize the customer experience for its over 42 million customers flying annually, to make the holistic experience more pleasant.
Generative AI to Chat with Customers
During peak times such as during the Summer period, JetBlue customers would have to wait up to 4 hours to be able to speak with a live customer support agent. JetBlue wanted to leverage Conversational AI to resolve the most common questions, leveraging all conversation modes: web chat, text messaging, and phone calls. We designed a system that would enable customers to use JetBlue’s mobile/desktop website, Apple Business Chat, Google Business Messenger, or Voice Calls to get responses to customer inquiries in seconds, without having to wait for a live customer support agent, leveraging Generative AI to formulate the verbiage.
Agentic Workflows Accelerate Responses
ILike most airlines, JetBlue leverages Sabre’s system to store all flight-related data whereby JetBlue, and all its distributing partners can access the same data. When customers ask questions through JetBlue’s Conversational AI-driven mediums (web chat, messaging, voice), we leverage Agentic AI to get the appropriate information from Sabre, and then use Generative AI to formulate the verbiage to text/speak to share with the customer on the other end. Transactions, such as seat assignment changes, flight changes, bookings, etc.) also happen in the same manner.
Retrieval Augmented Generation
JetBlue’s Contact Center Live Agents have a large database of answers to commonly-asked customer questions, which are challenging for newly-trained agents to leverage, and then quickly respond back to customers in a short time. Using Retrieval Augmented Generation, Live Customer Support Agents can have AI sift through the entire Resource Database and get the relevant answer quickly, speeding up their responses to customers on the phone or in escalated chat conversations.