KLM is the first among airlines to respond to costumer inquiries by artificial intelligence on Twitter, Messenger and WhatsApp.KLM claims that with the help of DigitalGenius, they have automated responses that can answer generic, reoccurring costumer service questions without human intervention. As a result, costumer service staff have more time to investigate more complex costumer service matters and to contact costumers.
Now, at KLM a 250-member costumer service team has an average of 30,000 conversation with costumers per week. Typically, five or six questions arise during the conversations, some of which may be answered by artificial intelligence. That is why the artificial intelligence-based service was introduced, and it can answer about half of the costumer inquiries.
The system can learn from costumer service staff reactions. During the test period, only one person decided whether its answer was right or wrong, but now it is up to the system to decide if its answer is right.
Since 2009, Koninklijke Luchtvaart Maatschappij (KLM) has gained more than 25 million fans and followers on social media sites. Its costumer service is available in nine different languages (Dutch, English, German, Spanish, Portuguese, French, Japanese, Chinese and Korean).