Alaska Airlines online virtual assistant, Jenn, turned one last month and the company commemorated the occasion with birthday cake. Since she was introduced to alaskaair.com a year ago, Jenn has been asked more than 3.4 million questions during nearly 1.5 million chat sessions.
Questions about Mileage Plan and award questions were the third most commonly asked questions, following checked baggage policies and purchasing or changing tickets.
Jenn’s popularity is steadily increasing and she averages about 6,000 to 7,000 chat sessions a day, up from 3,000 to 4,000 daily chats a few months ago. To ask Jenn a question, click “Ask Jenn for Help” located at the top right of each Web page and type your question in the text box. She will respond with a typed message and spoken response and the appropriate page from alaskaair.com will be displayed on the screen.