In 2018, Canadian airline Westjet introduced Juliet, on Facebook Messenger, WhatsApp and Google Assistant, to help millions of customers with their travel plans.
Through natural language, Juliet provides instant answers on many topics ranging from baggage guidelines and to flight status, to traveling with pets. If a user is seeking travel inspiration, Juliet is able to recommend destinations based on their interests and vacation style.
Since the bot’s launch, Westjet has seen a 24% increase in customer satisfaction , with Juliet resolving nearly 700 common queries every day, while escalating more complex ones to a human agent.