250 Social Media Agents
On Salesforce Service Cloud®, operating on industry-leading customer SLAs.
Rapidly Growing Text-Based Volumes
Due to seasonality and opening up new communication channels like Messenger, WhatsApp and others.
While handling a greater volume of questions faster and more accurately, without increasing team size.
DigitalGenius automatically routes cases and predicts case metadata like tags, classes and reason codes.
Multilingual & Multichannel
The deep learning algorithm is trained on historical logs and works in any language on any channel.
When an agent receives a new question, they are presented with an AI-suggested response to save time.
DigitalGenius automates the most common customer service queries.
KLM is using AI provided by DigitalGenius, which now supports over 50% of all inquiries. When agents need to answer questions, AI provides them with a suggested answer. The AI system learns from the agents’ actions and gets smarter over time. KLM is also able to automate answers to the most common questions on any subject without the interference of a human service agent. With the help of DigitalGenius, KLM service agents have more time to focus on questions that require a human approach.
About KLM and Social Media
Since 2009, KLM has gained a reputation for being an initiator and pioneer of social media services and campaigns across the social media landscape. In August 2016, KLM had over 22.5 million fans and followers on various social media platforms. Through these channels, KLM is mentioned more than 100,000 times a week. A dedicated team of 235 social media service agents personally engages in 15,000 conversations a week on Facebook, Messenger, Twitter, LinkedIn, Instagram, WeChat, KakaoTalk and VKontakte. KLM offers its customers 24/7 service in 10 different languages: Dutch, English, German, Spanish, Portuguese, Italian, French, Japanese, Chinese and Korean. Questions can also be asked in Norwegian and Russian during local office hours. In recognition of these efforts, SocialBakers voted KLM the “World’s Most Socially Devoted Brand” for four consecutive years from 2011 to 2014.