Virtual Agent - Online Self Service Case Study - Copa Airlines

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IntelliResponse Client Success Story Featuring Copa Airlines.

IntelliResponse is the world’s leading provider of virtual agent technology solutions for the enterprise. We create profitable online conversations for our private and public sector customers around the world.

Copa Airlines and Copa Airlines Colombia, subsidiaries of Copa Holdings, are leading Latin American providers of passengers and cargo services. The airlines provide service to 64 destinations in 29 countries in North, Central and South America and the Caribbean, operating one of the youngest and most modern fleets in the industry, consisting of 75 aircraft: 49 Boeing 737NG aircraft and 26 Embraer-190s. Copa is a Star Alliance member.

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  • http://news.investors.com/management-managing-for-success/072613-665340-copa-boasts-high-margins-strong-revenue-growth.htm
  • Virtual Agent - Online Self Service Case Study - Copa Airlines

    1. 1. Latin America’s fastest growing airline and Star Alliance Member The Panama “hub” offers more connections than any airline in the region
    2. 2. “Ask Ana” Online Virtual Agent from: 24/7 Access to “Instant Answers”
    3. 3. 66Destinations 29Countries Online self-service in multiple languages helps Copa deliver an outstanding customer experience
    4. 4. Providing customers with instant, accurate answers while they are online is critical for modern airlines
    5. 5. Booking flights Finding flight status Baggage Rules Copa Customers often “Ask Ana” important questions on:
    6. 6. Ask Ana Takes Flight! Customers increasingly prefer online self-service over phone, email or chat
    7. 7. CALL VOLUME REDUCTION Now that answers to informational questions are automated through Ask Ana, fewer customers have a need to phone in to the call center.
    8. 8. Call Volume Growth 17% (Jan 2012 - Jun 2012) Call Volume Growth 11% (Jan 2013 - Jun 2013) …and continues to decline
    9. 9. Call Deflection
    10. 10. This frees live agents’ time at Copa to help customers who need live support
    11. 11. Multi-Channel Customer Service Integration In addition to their website, Copa has extended Ask Ana’s self- service capabilities to Facebook 383,619 People Like Copa Airlines
    12. 12. Outstanding Customer Service Has No Geographic Boundaries English Spanish Portuguese Countries receiving customer service from Ask Ana 3 MAIN LANGUAGES:

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