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Hand off entry-points, 26%, 27%, 44%, 2%, 30%, 30%, 23%, 40%, 8%, 20%, 4%,…
Hand off entry-points
:robot_face: Suggested by Juliet
Guest clicks on "chat with a person" button
Guest types "chat with a person" or similar utterance
Juliet doesn't understand a question
:robot_face: I'm still learning and didn't understand. Use a short, direct sentence and I will try again. If I miss the mark, I can connect you with a friendly WestJetter.
Guest types "Chat with a person" or similar utterance
Guest tries a second time and Juliet still doesn't understand
:robot_face: I'm not sure I can help you. I can connect you to a human Social Care Specialist.
Connect me
Keep chatting
Keep chatting
Juliet shows the menu. No hand off needed.
Connect me
:robot_face: Your request has been sent to our Social Care team and Juliet is now disconnected.
If you need help with your Rewards account, please provide:
• WestJet ID
• Email address
• First and last name on the account
🚨 [IMPORTANT] If it takes too long for an agent to be in touch, and you want to try Juliet again, please click 'Continue with Juliet'
Continue with Juliet
You'll receive a message as soon as an agent becomes available. While you wait, will you please take a few minutes to fill out a short survey about Juliet so that she can do better next time? 📝
Juliet feedback
Guest clicks or type
Continue with Juliet
1 more item...
Guest clicks
Juliet feedback
1 more item...
Guest types something else
1 more item...
Guest types "Chat with a person"
or similar utterance
Requested by a guest (types "chat with a person" or similar utterance)
:robot_face: So I can best help you, please choose one of the topics below.
Change/cancel trip
Other topics
Change/cancel trip
Triggers Change/Cancel intent. No hand off.
Other topics
:robot_face: Let me try to help you first. Here are some of the topics other guests have asked about.
Carousel options:
Refund status
My flight is delayed
Expiring vouchers
Coronavirus info
Flight status
Book a flight
View itinerary
Seat selection
Cost to change flight
If you have already tried or cannot find a solution for your answer, I can transfer you to a social care specialist. Click the button below:
Connect me
Any button from the carousel
:robot_face: Juliet answers. No hand off.
Connect me
Guest types "chat with a person"
or similar utterance
Guest types something that Juliet doesn't undertand
Guest types something
that Juliet understands
:robot_face: Juliet answers. No hand off.
Juliet bypassed by Socare
26%
27%
44%
2%
30%
30%
23%
40%
8%
20%
4%
25%
75%
Data refers to % of users who followed that path
66% of the hand-off requests are completed