(FINAL)Copa Airlines Ascends to New Heights of Online Customer Service with “Ask Ana” from Int...
About Copa HoldingsCopa Airlines and Copa Airlines Colombia, subsidiaries of Copa Holdings, are leading LatinAmerican prov...
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Copa Airlines Ascends to New Heights of Online Customer Service with “Ask Ana” from IntelliResponse

PANAMA CITY, Panama and TORONTO, Ontario – April 10, 2012 – IntelliResponse Systems, providers of the patented IntelliResponse Answer Suite, a multi-channel web self-service software platform that delivers answers to customer and service agent questions, and Copa Airlines, the fastest growing airline in Latin America and recipient of the 2011 World Travel Awards for “World’s Leading Airline to Central America & Mexico,” are pleased to announce the successful launch of “Ask Ana” – a web self-service, virtual agent technology solution.
Published on: Mar 4, 2016
Published in: Business      Technology      
Source: www.slideshare.net


Transcripts - Copa Airlines Ascends to New Heights of Online Customer Service with “Ask Ana” from IntelliResponse

  • 1. (FINAL)Copa Airlines Ascends to New Heights of Online Customer Service with “Ask Ana” from IntelliResponse IntelliResponse Enables Copa Airlines to Deliver “One Right Answer” on www.copa.comPANAMA CITY, Panama and TORONTO, Ontario – April 10, 2012– IntelliResponse Systems,providers of the patented IntelliResponse Answer Suite, a multi-channel web self-servicesoftware platform that delivers answers to customer and service agent questions, andCopa Airlines, the fastest growing airline in Latin America and recipient of the 2011 World TravelAwards for “World’s Leading Airline to Central America & Mexico,” are pleased to announce thesuccessful launch of “Ask Ana” – a web self-service, virtual agent technology solution.Powered by the IntelliResponse Answer Suite, Ask Ana ensures that the online customerexperience delivered by Copa Airlines is both enjoyable and rewarding, enabling customers andvisitors towww.copa.com to type in a question using everyday natural language. Users get asingle, accurate and approved answer to their questions, the very first time, along with a shortlist of helpful, related questions. Users also have the ability to view a dynamic list of the top tenquestions based on previous question patterns.Prior to selecting IntelliResponse, Copa Airlines was looking for ways to improve onlinecustomer experience and to consolidate the web as the number one source of knowledge for itscustomers. Copa Airlines prides itself on providing the highest level of service to customers whofly on its more than 290 daily scheduled flights to 64 destinations in 29 countries in North,Central, and South America, and the Caribbean.Since its implementation in November 2011, AskAna has managed to steadily redirect general inquiries and questions towards this new andenhanced web self-service option, improving the online experience and allowing service agentsto focus on high value customer interactions.“The feedback we’ve received, both internally and externally, about Ask Ana has been verypositive, and our customers love using Ask Ana to help them get answers to their commonlyasked questions, “ explains Diego Quesada, eBusiness Director of Copa Airlines. “The staff atIntelliResponse were professional, knowledgeable, and very helpful in getting us live with AskAna. In addition to our current English version of Ask Ana, we are excited about adding supportfor both Spanish and Portuguese in the very near future.”“We’re pleased that Copa Airlines has selected the IntelliResponse Answer Suite,“ said MikeHennessy, Vice President, Marketing at IntelliResponse. “All the research we’ve seen points tothe customer’s desire to be able to self-serve on a company’s website, and Copa Airlines islistening to their customers and providing the necessary tools to ensure a great onlineexperience.”
  • 2. About Copa HoldingsCopa Airlines and Copa Airlines Colombia, subsidiaries of Copa Holdings, are leading LatinAmerican providers of passengers and cargo services. The airlines provide service to 64destinations in 29 countries in North, Central and South America and the Caribbean, operatingone of the youngest and most modern fleets in the industry, consisting of 75 aircraft: 49 Boeing737NG aircraft and 26 Embraer-190s. To make reservations, check seat assignment, accessOnePass frequent-flyer accounts, create a trip log, print boarding passes or pay for tickets viasecure transactions in 11 currencies, visit copa.com. Copa recently launched its mobile website,m.copaair.com, becoming the first airline in Latin America to offer travelers the ability to useelectronic boarding passes. Copa Airlines will join Star Alliance in 2012.About IntelliResponse SystemsIntelliResponse enhances the multi-channel sales and customer service capabilities of hundredsof enterprise businesses and financial institutions. The company’s Answer Suite technology is anaward-winning On Demand software platform that allows customers and service agents to askquestions in natural language, and get one right answer - regardless of the hundreds of waysthe question may be asked.With more than 500 live customer-facing implementations answering 100 million+ questions,IntelliResponse is the gold standard in first line customer experience management. With theIntelliResponse Answer Suite, your company web site, mobile application, social media channelsand agent desktop can all be transformed by an engaging virtual concierge, empoweringcustomers to ask questions using normal, conversational language. The correct and completeanswer is then instantly served to them in a variety of engaging ways. For more informationabout IntelliResponse, visit www.intelliresponse.com.IntelliResponse Contact:Dwayne WepplerIntelliResponse Systems Inc.416-214-9337 ext. 282Email: dwayne.weppler@intelliresponse.com

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