DigitalGenius

KLM has over 25 million fans and followers on various social media platforms. Through these channels, KLM receives over 130,000 mentions every week, 30,000 of which are questions or remarks. These are personally answered by more than 250 service agents, who form the world’s largest dedicated social media team.

By opening new customer service channels KLM ran into a problem. The high adoption of these channels, due to their convenience, also translated into high traffic volumes. Furthermore, KLM realized that adding more service agents would not solve this challenge. Messaging channels bring a higher level of customer expectations, with passengers demanding faster answers.

The increasing number of repetitive questions via messaging channels presented an excellent business case for the deployment of Artificial Intelligence. This allows service agents to dedicate more time to solving complex cases.

KLM used AI provided by DigitalGenius, which now supports over 50% of all inquiries. When agents need to answer customer questions, the AI provides them with a suggested answer.  The AI system learns from the agents’ actions and becomes smarter over time.

KLM Dutch Airlines uses AI to field over 130,000 social media inquiries per week. In 2018, AI supported over 50% of those inquiries with a 95% accuracy rate, allowing KLM to respond in an even more  timely, accurate and personal manner.