Copa Airlines Ascends to New Heights of Online Customer Service with “Ask Ana” from IntelliResponse

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IntelliResponse Enables Copa Airlines to Deliver “One Right Answer” on http://www.copa.com

“The feedback we’ve received...about Ask Ana has been very positive, and our customers love using Ask Ana to help them get answers to their commonly asked questions.“

Diego Quesada,
eBusiness Director,
Copa Airlines

IntelliResponse Systems, providers of the patented IntelliResponse Answer Suite, a multi-channel web self-service software platform that delivers answers to customer and service agent questions, and Copa Airlines, the fastest growing airline in Latin America and recipient of the 2011 World Travel Awards for "World’s Leading Airline to Central America & Mexico," are pleased to announce the successful launch of "Ask Ana" – a web self-service, virtual agent technology solution.

Powered by the IntelliResponse Answer Suite, Ask Ana ensures that the online customer experience delivered by Copa Airlines is both enjoyable and rewarding, enabling customers and visitors to http://www.copa.com to type in a question using everyday natural language. Users get a single, accurate and approved answer to their questions, the very first time, along with a short list of helpful, related questions. Users also have the ability to view a dynamic list of the top ten questions based on previous question patterns.

Prior to selecting IntelliResponse, Copa Airlines was looking for ways to improve online customer experience and to consolidate the web as the number one source of knowledge for its customers. Copa Airlines prides itself on providing the highest level of service to customers who fly on its more than 290 daily scheduled flights to 64 destinations in 29 countries in North, Central, and South America, and the Caribbean. Since its implementation in November 2011, Ask Ana has managed to steadily redirect general inquiries and questions towards this new and enhanced web self-service option, improving the online experience and allowing service agents to focus on high value customer interactions.

"The feedback we’ve received, both internally and externally, about Ask Ana has been very positive, and our customers love using Ask Ana to help them get answers to their commonly asked questions," explains Diego Quesada, eBusiness Director of Copa Airlines. "The staff at IntelliResponse were professional, knowledgeable, and very helpful in getting us live with Ask Ana. In addition to our current English version of Ask Ana, we are excited about adding support for both Spanish and Portuguese in the very near future."

"We’re pleased that Copa Airlines has selected the IntelliResponse Answer Suite," said Mike Hennessy, Vice President, Marketing at IntelliResponse. "All the research we’ve seen points to the customer’s desire to be able to self-serve on a company’s website, and Copa Airlines is listening to their customers and providing the necessary tools to ensure a great online experience."

About Copa Holdings
Copa Airlines and Copa Airlines Colombia, subsidiaries of Copa Holdings, are leading Latin American providers of passengers and cargo services. The airlines provide service to 64 destinations in 29 countries in North, Central and South America and the Caribbean, operating one of the youngest and most modern fleets in the industry, consisting of 75 aircraft: 49 Boeing 737NG aircraft and 26 Embraer-190s. To make reservations, check seat assignment, access OnePass frequent-flyer accounts, create a trip log, print boarding passes or pay for tickets via secure transactions in 11 currencies, visit copa.com. Copa recently launched its mobile website, m.copaair.com, becoming the first airline in Latin America to offer travelers the ability to use electronic boarding passes. Copa Airlines will join Star Alliance in 2012.

About IntelliResponse Systems
IntelliResponse enhances the multi-channel sales and customer service capabilities of hundreds of enterprise businesses and financial institutions. The company’s Answer Suite technology is an award-winning On Demand software platform that allows customers and service agents to ask questions in natural language, and get one right answer - regardless of the hundreds of ways the question may be asked.

With more than 500 live customer-facing implementations answering 100 million+ questions, IntelliResponse is the gold standard in first line customer experience management. With the IntelliResponse Answer Suite, your company web site, mobile application, social media channels and agent desktop can all be transformed by an engaging virtual concierge, empowering customers to ask questions using normal, conversational language. The correct and complete answer is then instantly served to them in a variety of engaging ways. For more information about IntelliResponse, visit http://www.intelliresponse.com.

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Dwayne Weppler
IntelliResponse
(416) 214-9337 282
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