Say hello to ‘Jenn,’ log on Alaska’s Web site

Consider that almost half of Alaska Airlines' tickets are purchased via the carrier’s Web site and you’ll understand why the company made this move: a virtual assistant who goes by the name of "Jenn".

With her own voice and personality, Alaska says Jenn answers, “hundreds of common questions” to help you book, and understand, your trip. Your personable cyber-assistant will also help you with sister carrier Horizon Air bookings.

Find Jenn by clicking on the “Ask Jenn” link. It’s on the main toolbar at www.alaskaair.com. You don’t talk to her, she talks to you. Get her attention by typing in queries. She’ll respond verbally, and even asks follow-up questions when needed. Jenn will also give you a written response and relevant Web pages.

Alaska Air says Jenn is the first virtual personal assistant introduced by any U.S. carrier. Online innovation is sort of embedded in the DNA of the Seattle/Tacoma (SEA)-based carrier. AS (that’s the airline’s code) was the first U.S. carrier to sell tickets online in 1995. It also lays claim to being the first carrier to offer Web check-in. That innovation debuted in 1999.

It remains to be seen if Jenn’s entry into the arena eclipses those earlier innovations. We’ll know just how well consumers respond if other airlines decide to copy the idea.

© Cheapflights Ltd Jerry Chandler