WestJet launches artificial intelligence powered chatbot on Facebook Messenger


The chatbot, named Juliet, is available in English and French through Facebook Messenger, and enables travellers to more easily manage many aspects of their trip.

WestJet has become the latest airline to launch an artificial intelligence (AI) powered chatbot. The chatbot, named Juliet, is available in English and French through Facebook Messenger, and enables travellers to more easily manage many aspects of their trip including destination inspiration and discovery, 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 C. Tan, Chief Digital and Innovation Officer, WestJet.

“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 through 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.