Jetstar launches Facebook Messenger chatbot ‘Jess’

Budget airline Jetstar has launched its virtual assistant service ‘Jess’ on Facebook Messenger.

Initially rolled out on the airline’s website in 2013, Jess answers the questions customers have regarding their travel bookings including baggage and seating arrangements.

Available for customers across Asia-Pacific, the bot answers questions customers may have in real-time, generally providing a ‘yes’ or ‘no’ response.

Jess replies to customers but does not initiate conversation or suggestions.

The device was made by Nuance Communications and Nuance Nina.

Robert Schwarz, managing director at Nuance Enterprise, said in a statement: “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.”


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