Web-Based Chatbot

• Access from Copa Airlines ConnectMiles Service Center
• Available in English, Spanish and Brazilian Portuguese
• Answers wide range of FAQ questions about Flight status, Check-in options, baggage rules, mileage programs, etc
• Key results
  • 50% of total customer service volume was handled by the chatbot
  • 4 out of every 10 interactions with Ask Ana require no live agent support
  • 40% decrease in call and chat volumes
  • 94% response accuracy rate
• Developed by vendor 247 Inc