WS Launches AI Chatbot, Calls It “Juliet”

Open Jaw, Kerry Sharpe

WestJet has announced the launch of “Juliet,” an artificial intelligence (AI) powered chatbot, a first for a Canadian airline.

Juliet is available in English and French through Facebook Messenger, and enables travellers to manage many aspects of their trip including destination, flight booking and day-of travel information. 

"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, named after one of WestJet's original aircraft, uses reinforcement learning allowing the chatbot to learn the way humans do, with a combination of instruction, examples, and experience, leading to better responses over time. WestJet will continue to add more functionality, features and capabilities to Juliet including availability on different platforms and voice interaction.

To chat with Juliet, visit: https://www.messenger.com/t/westjet

Kerry Sharpe

Kerry Sharpe Columnist

Having worked in travel for the last 16 years, Kerry has experience covering the industry as media, as well as being under its lens when she worked for Thomas Cook, TravelBrands and itravel2000. A new mom, Kerry recently returned to the workforce and when she’s not chasing after her daughter, you’ll see her out and about covering industry events alongside her new BFF Tina the Travel Agent.



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