Online Self-Service at Copa Airlines Expands to Facebook

IntelliResponse Systems, a provider of virtual agent technology solutions , 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 that its Ask Ana enterprise virtual agent solution is now accessible directly from Facebook.

On the heels of rolling out "Ask Ana" to its Web site, Copa has now extended Ask Ana to its Facebook community to provide users with greater convenience and a much more integrated online customer service experience. Now, visitors to Copa's Facebook page can receive the same intelligent, automated assistance they receive from the Web page, helping them perform online tasks and providing them with immediate answers to their questions.

"At Copa Airlines, we strive to make it as convenient as possible to meet the needs of our customers, and providing a seamless customer service experience is an essential component of that initiative," explains Diego Quesada, eBusiness director at Copa Airlines, in a statement. "Taking Ask Ana to the world's largest social media community allows us to offer our customer service across even more customer engagement touch points than was previously possible."

Whether on Copa's website or Facebook page, Ask Ana recognizes the intent of customer questions and requests posed in natural language and delivers a consistent, effective, and engaging online experience across these channels.

"Many organizations struggle to track customer queries and provide approved information through social media channels such as Facebook," explains Mike Hennessy, vice president of marketing at IntelliResponse, in the statement. "Extending the Ask Ana enterprise virtual agent solution to Facebook enables Copa to perform these tasks with ease, as well as provide 24x7 customer service while gaining access to actionable 'voice of the customer' data."