WestJet becomes Canada's first airline to launch an AI-powered chatbot

Aug 27 2018, 1:24 pm

WestJet’s newest staff member is very intelligent, artificial intelligent. In a first ever for Canadian airlines, WestJet has launched their AI-powered chatbot, named Juliet, to help customers with their travel needs.

Juliet operates through a live chat on Facebook Messenger, in both English and French, and enables travellers to manage many aspects of their trip including destination inspiration and discovery, flight booking and day-of travel information.



Named after one of WestJet’s original aircrafts, Juliet uses reinforced learning, the way humans do. Through a combination of instruction, examples and experience, the chatbot will give better responses over time.

Canada’s second-largest airline will continually add more functionality, features and capabilities to Juliet, including availability on different platforms and voice interactions.

“Juliet is the first of many ways WestJet will be raising the bar using digital to improve the guest experience, and make the travel journey easier and more enjoyable,” said Alfredo Tan, WestJet Chief Digital and Innovation Officer. “A majority of internet users are already using a messenger platform, including Facebook Messenger. Launching Juliet gives even more access to quick, simple support on a platform that a majority of our guests already have at hand.”

Juliet is available to chat now, through WestJet’s Facebook Messenger.

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