KLM Royal Dutch Airlines is taking the next step in using artificial intelligence (AI) within its social media service. KLM worked with AI frontrunner, DigitalGenius, to add automated answers to general repetitive questions from customers without the intervention of a human service agent.

This gives KLM agents more time to focus on questions in conversations with customers that require a human approach. KLM is the first airline to offer a combination of human agents and artificial intelligence in a single conversation on Twitter, Messenger and WhatsApp.

KLM receives over 130.000 mentions via social media per week. This number has grown since the introduction of WhatsApp as a service channel.

A dedicated team of 250 social media service agents personally engages in 30,000 conversations each week. On average, conversations consist of five or six questions and answers between KLM and its customers.

Questions that can be answered automatically with the use of artificial intelligence usually come at the beginning of the conversation. By using artificial intelligence, KLM makes conversations with our customers even more timely, correct, and personal,” said Pieter Groeneveld, Senior Vice President Digital Air France-KLM. Read more from insidebigdata.com…

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