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JetBlue Transforms Customer Experience with AI

Airline partners with AI platform ASAPP to enhance its omnichannel digital and voice customer support

February 19, 2021

JetBlue has announced that it will use the ASAPP AI platform to amplify productivity and efficiency of JetBlue customer support on digital and telephone channels.

The ASAPP AI platform’s algorithmic capabilities allows JetBlue to bring all its data together to transform customer service in the era of artificial intelligence.

The AI-native platform captures the entire customer experience through speech recognition, natural language processing and machine learning to enable automation success and provide contact center agents with actions and words for improved success with customers.

“We were determined to find an artificial intelligence platform that would allow us to transform the JetBlue customer support experience by supporting and amplifying the efforts of our dedicated crewmembers,” said Ian Deason, head of customer experience at JetBlue.

“JetBlue has been focused on making smart, strategic choices to invest in our crewmembers’ technology tools. We expect our partnership with ASAPP, a company recognized as one of the leading artificial intelligence companies, to help us continue to deliver our award-winning service to all our customers,” added Deason.

“ASAPP takes a different approach to customer experience, one that enables a powerful collaboration between people and artificial intelligence software,” explained ASAPP founder and CEO Gustavo Sapoznik. “By helping employees radically increase their productivity, businesses can achieve massive savings, create more sustainable jobs, and delight consumers as they connect with them on the channels they prefer.”

JetBlue has begun service with asynchronous digital messaging using Apple Business Chat and soon to launch Google Business Messenger, allowing both iPhone and Android users to communicate with JetBlue customer support, just as they would texting a friend.

JetBlue will also use ASAPP’s proprietary real-time voice transcription and analytics designed exclusively for contact centers to provide customer support with the best suggested responses and actions based on machine-learning while automating micro-processes and routine tasks.

Additionally, JetBlue will be able to predict customer sentiment from 100 percent of customer conversations and apply real-time trend and anomaly detection to identify issues to quickly address them.