IntelliResponse Client Success Story Featuring Copa Airlines. IntelliResponse is the world’s leading provider of virtual agent technology solutions for the enterprise. We create profitable online conversations for our private and public sector customers around the world. 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. Copa is a Star Alliance member.

3. Latin America’s fastest
growing airline and
Star Alliance Member
The Panama “hub”
offers more
connections than any
airline in the region

4. “Ask Ana”
Online Virtual Agent from:
24/7 Access to “Instant Answers”

5. 66Destinations
29Countries
Online self-service in
multiple languages
helps Copa deliver an
outstanding customer
experience

6. Providing customers with
instant, accurate answers
while they are online is
critical for modern airlines

7. Booking flights
Finding flight status
Baggage Rules
Copa Customers often “Ask Ana” important
questions on:

8. Ask Ana Takes Flight!
Customers increasingly
prefer online self-service
over phone, email or chat

9. CALL VOLUME REDUCTION
Now that answers to informational
questions are automated through Ask
Ana, fewer customers have a need to
phone in to the call center.

10. Call Volume Growth
17%
(Jan 2012 - Jun 2012)
Call Volume Growth
11%
(Jan 2013 - Jun 2013)
…and continues to decline

11. Call Deflection

12. This frees live agents’ time at Copa
to help customers who need live
support

13. Multi-Channel Customer Service Integration
In addition to their website, Copa
has extended Ask Ana’s self-
service capabilities to Facebook
383,619 People Like Copa Airlines

14. Outstanding Customer Service Has No Geographic Boundaries
English
Spanish
Portuguese
Countries receiving customer
service from Ask Ana
3 MAIN LANGUAGES: