AMSTELVEEN, Netherlands and SAN FRANCISCO, CA – KLM Royal Dutch Airlines is taking the next step in social servicing by testing artificial intelligence (AI) to help answer customer questions.
When an agent needs to answer an incoming question, he or she gets a proposed answer through AI, which is trained on more than 60,000 KLM questions and answers. The agent decides whether the proposed answer is the right answer to the question, adjusts it if necessary and sends it across the appropriate social media channel. The system learns based on what the agent does, and becomes smarter in real time.
KLM receives around 100,000 mentions per week via social media and this number is still growing. A dedicated team of 235 social media service agents personally engages in 15,000 conversations. The DigitalGenius AI system is integrated directly into KLM’s Customer Relationship Management tool, and provides a layer of deep learning and artificial intelligence to service agents in real time.
Tjalling Smit, Senior Vice President Digital Air France KLM: “A personal approach is extremely important to KLM as this is what distinguishes our social media service. Applying AI, KLM can handle a greater volume of questions while still maintaining its personal approach and speed.”
Mikhail Naumov, President & CSO DigitalGenius: “In a noisy space like artificial intelligence, it’s important to focus on real metrics and results. KLM is an industry leader in adopting new technology and has become the first global company to deploy a deep learning product in its customer service operation to help and engage with customers. The deployment of DigitalGenius is a prime example of what companies can do to take the next step in customer service and empower their human agents with practical AI.”