Online Self-Service at Copa Airlines Expands to Facebook

Panama City, Panama / Toronto, Ontario (PRWEB) September 05, 2012

IntelliResponse Systems, the leading provider of virtual agent technology solutions that drive profitable online conversations, and Copa Airlines, the fastest growing airline in Latin America and recipient of the 2011 World Travel Awards for Worlds Leading Airline to Central America & Mexico, are pleased to announce that its Ask Ana enterprise virtual agent solution is now accessible directly from Facebook.

On the heels of rolling out Ask Ana to which empowers customers and visitors to self-serve, Copa has now extended Ask Ana to its Facebook community with the goal of providing users with greater convenience and a much more integrated online customer service experience. Now, visitors to Copas Facebook page can receive the same intelligent, automated assistance they receive from, helping them perform online tasks and providing them with immediate answers to their questions.

“At Copa Airlines, we strive to make it as convenient as possible to meet the needs of our customers, and providing a seamless customer service experience is an essential component of that initiative,” explains Diego Quesada, eBusiness Director of Copa Airlines. “Taking Ask Ana to the worlds largest social media community allows us to offer our customer service across even more customer engagement touch points than was previously possible.”

Whether on Copas website or Facebook page, Ask Ana recognizes the intent of customer questions and requests posed in natural language and delivers a consistent, effective, and engaging online experience across these channels.

“Many organizations struggle to track customer queries and provide approved information through social media channels such as Facebook,” explains Mike Hennessy, Vice President, Marketing at IntelliResponse. “Extending the Ask Ana enterprise virtual agent solution to Facebook enables Copa to perform these tasks with ease, as well as provide 24×7 customer service while gaining access to actionable ‘voice of the customer’ data.”

Follow IntelliResponse on Twitter @IntelliResponse and on Facebook at

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. Copa is a Star Alliance member.

To make reservations, check seat assignment, access MileagePlus Frequent-Flyer accounts, create a trip log, print boarding passes or pay for tickets via secure transactions in 11 currencies, visit Copa recently launched its mobile website,, becoming the first airline in Latin America to offer travelers the ability to use electronic boarding passes.

About IntelliResponse Systems

IntelliResponse is the 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.

With our patented Enterprise Virtual Agent (EVA) solutions, corporate websites, mobile applications, social media channels and agent desktops can all be transformed by an engaging virtual concierge, empowering customers to ask questions using natural, conversational language and delivering an effective and engaging online experience.

With more than 360 live customer-facing implementations answering 100 million+ questions annually, IntelliResponse is the gold standard in first line customer experience management.

For more information about IntelliResponse, visit

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