Case Study: WestJet achieves 87% automated ticket resolution and 24% customer sentiment lift with Netomi's AI Juliet

WestJet takes the guest experience up a notch with Netomi’s powerful AI

WestJet turned to Netomi to meet rising guest expectations for immediate, accurate support and to relieve pressure on human agents—especially during sudden surges like the COVID‑19 crisis. Using Netomi’s AI to power its digital agent "Juliet," WestJet needed a solution that could scale instantly across channels (Facebook Messenger, WhatsApp and Google Assistant) and handle high volumes of repeat queries such as flight status, bookings and baggage information.

Netomi deployed Juliet to automate routine interactions and seamlessly escalate complex issues to humans; the results were dramatic. Juliet now fully resolves 87% of tickets without human intervention (up from 24% at launch), has handled 530K tickets, increased customer sentiment by 24%, and peaked at 200 resolutions per minute—deflecting tens of thousands of calls and freeing agents to focus on tougher cases.

WestJet

Alfredo Tan

Chief Digital officer