Latin America’s fastest

growing airline and

Star Alliance Member

The Panama “hub”

offers more

connections than any

airline in the region

“Ask Ana” Online Virtual Agent from:

24/7 Access to “Instant Answers”

66 Destinations

29 Countries

Online self-service in

multiple languages helps Copa deliver an

outstanding customer

experience

Providing customers with

instant, accurate answers

while they are online is

critical for modern airlines

Booking flights

Finding flight status

Baggage Rules

Copa Customers often “Ask Ana” important

questions on:

Ask Ana Takes Flight! Customers increasingly

prefer online self-service

over phone, email or chat

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.

Call Volume Growth

17% (Jan 2012 - Jun 2012)

Call Volume Growth

11% (Jan 2013 - Jun 2013)

…and continues to decline

Call Deflection

This frees live agents’ time at Copa

to help customers who need live

support

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

Outstanding Customer Service Has No Geographic Boundaries

English

Spanish

Portuguese

Countries receiving customer

service from Ask Ana

3 MAIN LANGUAGES: