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Meet Alex, your continental.com Virtual Expert
Hi Everyone, some of you might remember a few months back when we announced the addition of a ‘Virtual Expert’ to continental.com. Well, she's ready to make her debut. Her name is Alex, and starting tonight she’ll be answering your questions for our continental.com Preview Program members at preview.continental.com. This is in advance of her production launch, which happens later this month.
Unlike typical keyword searches that trigger off of the exact words entered, Alex is geared to understand the intent of your question. She'll even take you to the page that best answers your question, if and when there is one. Even though many of you can navigate around continental.com in your sleep, you’ll find that it’s even faster to give your keywords to Alex. She can even get a flight search or flight status request started for you. Alex isn’t perfect, but she's designed to get smarter with time. As our power users, we’ll be looking to you to test her limits (of both accuracy and appropriateness, I’m sure). Ultimately, this will help her get smarter in the future. If you’re not enrolled in our continental.com Preview Program, but would like to be, just send me a PM or an email to [email protected] with your FlyerTalk handle and OnePass account number. Enjoy! |
I have a feeling this thread is going to get fun... :D
You Asked: Why are my knees always in my chin when I sit in economy? Alex: I'm not sure I understand, please try rewording your question. You Asked: Why are all of my flights in to EWR delayed? Alex: To get the latest information for the flight you requested, please complete the information on this page. View Page You Asked: Why is the ground staff at EWR so rude? Alex: Here you will find information about the New York/Newark Liberty International Airport. View Page You Asked: Who is Continental's best employee? Alex: Continental's history dates back to July 15, 1934, when Varney Speed Lines was founded with a single-engine Lockheed aircraft in the American Southwest. Today, Continental is viewed as a leader in the global airline industry. Please use this page to find out more. View Page You Asked: When are you merging with United? Alex: Continental intends to join the Star Alliance in the fourth quarter of 2009. Details and FAQs about our transition from SkyTeam to Star can be found on this page. View Page You Asked: Why do gate agents pull shenanigans? Alex: Our airport agents are available to provide flight check-in and ticketing assistance, aircraft boarding, baggage assistance and special services such as wheelchair assistance. You Asked: Why don't you always QA your new website releases? Alex: I'm not sure I understand, please try rewording your question. You Asked: Are you single? Alex: Hmmm, I'd rather not say. Do you have any questions about Continental? You Asked: Will you be my friend? Alex: I appreciate every customer who visits continental.com, and I look forward to answering your questions. |
Originally Posted by sdm1130
(Post 12096053)
I have a feeling this thread is going to get fun... :D
More seriously though, You Asked: Who will replace Jeff Smisek? Alex: I'm not sure I understand, please try rewording your question. You Asked: Who will be the new CEO? Alex: I'm not sure how to answer that. I understand simple questions best, can you try asking that in a different way? |
Originally Posted by sdm1130
(Post 12096053)
I have a feeling this thread is going to get fun... :D
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Answers I would like..
"When will my upgrade clear?" "What about free booze?" |
You Asked: Why doesn't Customer Care actually care? Alex: If you would like to contact Customer care, please use the form on this page. View Page You Asked: What gate does CO88 leave from? Alex: Processing your request... Alex: Thanks. Please wait a moment while I look up that flight information. View Page |
What I found most annoying about Alex is the perky, cheerful and verbose tone. This is a machine. This is not a person. I prefer a terse, but complete, matter of fact tone when I am required to deal with a machine. It feels more professional and less manipulative.
I also HATE :mad: menus that are designed to put the options you want at the END of a LONG LIST of irrelevant options. I know why they do this. It is to stop people from pushing the first button that takes you to a real live person. There MUST be a better way. Put the options that people want FIRST, THEN, while the CUSTOMER is on hold for a person, offer the automated menu options. |
Originally Posted by smitopher
(Post 12096145)
What I found most annoying about Alex is the perky, cheerful and verbose tone. This is a machine. This is not a person. I prefer a terse, but complete, matter of fact tone when I am required to deal with a machine. It feels more professional and less manipulative...(snip)
Q: Where are the irrops today? Audio answer... Q: How do you feel about DOT granting antitrust immunity to Continental? Audio answer... /smart a$$ mode ;) |
You Asked: Does CO Insider ever get nervous about posting announcements on Flyertalk?
Alex: I'm not sure how to answer that. I understand simple questions best, can you try asking that in a different way? |
You guys keep making fun of Alex and Scott'll take those "M" upgrades away...
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Originally Posted by Bonehead
(Post 12096287)
You guys keep making fun of Alex and Scott'll take those "M" upgrades away...
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Originally Posted by OPFlyer
(Post 12096095)
:D
More seriously though, You Asked: Who will be the new CEO? Alex: I'm not sure how to answer that. I understand simple questions best, can you try asking that in a different way? |
Thanks Scott...
I'm looking forward to checking out Alex. :D
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This is the same company, next IT, and platform as Alaska Airline's "Ask Jenn" virtual agent. If you want to get a kick go to their website and ask her "Where's the moose."
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Just played with it a bit... Personally, I think Alex detracts from the site. I asked what I thought were some reasonable questions, and all I got were my browser re-sized, and current page changed. I think just linking to the FT CO FAQ would be better than Alex in it's current form.
Tried things like, "How can I improve my elite upgrade chances;" "Help, I can't check in" etc. Got no useful info at all. I could post some of the q&a, but I think there's enough posted already. Perhaps someone could post some examples of Q&A with Alex that actually provided some value add? [Sadly, I think not :(] |
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