Jetstar brings its virtual assistant “Jess” to Facebook Messenger

Cristal Dyer 13 February 2018

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You can now have real-time conversations with Jetstar's AI-powered assistant online.

Jetstar customers might have noticed a big change on the airline’s Facebook page in the last couple of months. The ability to receive a response in seconds or to add baggage to your booking is no longer something we can only hope for in the future. It is now a reality.

Officially launched today, the budget airline's AI-powered virtual assistant "Jess" is now available to chat to on Facebook Messenger, allowing customers to have their enquiries resolved online and in real-time across Australia, New Zealand and Asia.

No stranger to Jetstar passengers, Jess is the face of the airline's website virtual chat system. She is run by artificial intelligence and natural language understanding to help customers with answers and works on Messenger the same way she did on the site.jetstar 1

For Facebook fans, the AI-driven virtual assistant now lets them complete requests such as retrieve bookings, resend itineraries, change flights and add baggage through social media.

The extension of the same AI-powered virtual assistant is a first for a budget airline in the Asia Pacific, with other airlines such as KLM already utilising a similar chatbot.

How does it rate?

We tested her out for size and found her to be quite intuitive for the most part. Asking her to retrieve and manage bookings, resend itineraries and add baggage delivered results, with more convoluted/half-baked questions such as "check my flight" being picked up as "check into my flight".

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The wording is a little fiddly however with Jess believing that "booking a flight" means that I'm searching for a flight I've already booked. Rewording this to just "book a flight" however generated the correct response.

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At a point, the chat system eventually leads you to a Jetstar page where you can either login to see your booking or have your questions answered more fully.

Jetstar has been testing Jess on Facebook since November 2017 and it proved useful when inbound traffic quadrupled during the recent volcanic activity of Mount Agung in Bali.

Jess has lowered response time from up to 17 hours down to zero minutes on Facebook Messenger and has already helped thousands of customers with their enquiries. The technology engages in almost 250,000 conversations a month and has managed over 9 million conversations with Jetstar customers.


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