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Virtual Agent - Online Self Service Case Study - Copa Airlines
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Transcript of Virtual Agent - Online Self Service Case Study - Copa Airlines
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Latin America’s fastest
growing airline and
Star Alliance Member
The Panama “hub”
offers more
connections than any
airline in the region
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“Ask Ana” Online Virtual Agent from:
24/7 Access to “Instant Answers”
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66 Destinations
29 Countries
Online self-service in
multiple languages helps Copa deliver an
outstanding customer
experience
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Providing customers with
instant, accurate answers
while they are online is
critical for modern airlines
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Booking flights
Finding flight status
Baggage Rules
Copa Customers often “Ask Ana” important
questions on:
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Ask Ana Takes Flight! Customers increasingly
prefer online self-service
over phone, email or chat
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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.
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Call Volume Growth
17% (Jan 2012 - Jun 2012)
Call Volume Growth
11% (Jan 2013 - Jun 2013)
…and continues to decline
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Call Deflection
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This frees live agents’ time at Copa
to help customers who need live
support
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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
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Outstanding Customer Service Has No Geographic Boundaries
English
Spanish
Portuguese
Countries receiving customer
service from Ask Ana
3 MAIN LANGUAGES: