The commercial airline industry has embraced chatbots powered by artificial intelligence (AI) to efficiently serve customers at all stages—especially as consumers become more reliant on digital and resistant to calling customer service. But every airline has its own strategy—and challenges—behind its chatbot. eMarketer's Paul Briggs spoke to Alfredo Tan, chief digital and innovation officer at WestJet, about how the Canadian airline created its new chatbot Juliet, what it learned and how it's measuring success early on.
