Web-Based Chatbot
- Access from Alaska Air homepage
- English only
- Text and spoken responses
- Answers wide range of FAQ questions. Navigates to relevant web pages on the Alaska website
- 20M+ questions answered
- #1 contact option on Alaska website. Eliminated the need for live chat option in its first year of operation
- Has personality (e.g. answers questions about pets, favorite foods)
- Developed by vendor Next IT