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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