CUSTOMER STORY

KLM Royal Dutch Airlines Transforms Social Customer Service with DigitalGenius AI

The DigitalGenius AI Platform now supports over 50% of all KLM inquiries. KLM is now able to automate answers to the most common questions on any subject, without the interference of a human service agent.

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KLM Dutch Airlines

Customer

DigitalGenius

Customer Service Automation Platform

Founded in 1919, KLM Royal Dutch Airlines is the oldest airline in the world still operating under its original name. In 2016, the KLM Group operated worldwide flights with over 200 aircraft, generating €10 billion in revenues and employing a staff of 32,000 from its Amsterdam base.

Since 2009, KLM has gained a reputation as a pioneer in the field of social media services and campaigns. 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.

The Challenge

KLM always want to be where their customers are. By opening new customer service channels such as Facebook, Twitter and WhatsApp, 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. KLM’s approach to AI is similar to an aircraft’s autopilot, in which technology takes care of the repetitive tasks that don’t require human intervention, while service agents can dedicate more time to solving complex cases.

The Results

KLM is using 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. The latest data shows a 55% increase in accuracy between the months of January and June 2018.

DigitalGenius is currently deployed in 4 service channels – Facebook, Messenger, Twitter,  WhatsApp – and in 4 languages – English, Dutch, Spanish, Portuguese – with more channels and languages still to come.

KLM is also able to automate answers to the most common questions on any subject. With the help of DigitalGenius, KLM service agents now have more time to focus on questions that require a human approach.

 

50%
AI Supported Cases
2X
the Case Volume

"By using artificial intelligence, KLM makes conversations with our customers even more timely, correct, and personal. This is what characterizes KLM. For instance in case of heavy snowfall, we see a significant increase of the number of questions on social media. Passengers obviously expect a timely answer. With the use of AI we support our service agents with technology and should be able to answer many more questions in a shorter period of time. This is exactly what the customer needs."
Pieter Groeneveld
VP of Digital
AirFrance KLM
"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."
Mikhail Naumov
Chief Strategy Officer
DigitalGenius

Let's Put Your Customer Support on Autopilot.

Want to Learn More About DigitalGenius?

Here are a few answers to help you learn more about how to start understanding conversations, automating repetitive processes and delighting your customers.

How do I use DigitalGenius inside my customer support operation?

DigitalGenius is installed as an app into your existing customer service software (Salesforce, Zendesk and others). We will take you through a seamless onboarding experience that identifies your most expensive & repetitive tickets; connects your CRM to our AI platform; then trains and deploys your first AI model.

Once DigitalGenius is configured and the model is trained, you can onboard your agents, and begin automating inbound queries end-to-end; assist agents to handle tickets faster, therefore reducing AHT; support increasing volumes, and open up new communication channels like Facebook Messenger, Live Chat and SMS.

What processes does DigitalGenius automate?

1. DigitalGenius puts your most repetitive and expensive tickets on autopilot by connecting conversations to processes; from the inbound ticket all the way through your backend systems via our open API framework.

2. Together we map out the automation framework, custom-building exactly how you want your repetitive tickets to be resolved, and what information you’d like included in order to best reply to your customers.

3. DigitalGenius’ AI recognizes the objective of a customer’s question. When the answer rises above a certain confidence level, those processes can be automated. When it’s below, your agents will pick up those tickets, which ensures a consistent and accurate customer experience.

4. To provide the greatest ROI, we aim to automate the tickets that are the most repetitive, expensive and time-consuming for your business. These can be anything from refunds, account lookups, order cancellations, shipping status and so on. You tell us what they are - we'll do the rest.

How do I know if my company is a good fit for AI and Customer Service Automation?

Adding a layer of AI into your customer support operations is a journey, but it’s not for everyone. While DigitalGenius supports a wide variety of use cases, we want to make sure there is a good fit for your business, your agents and your customers.

If your customer service team has a large amount of inbound, text-based tickets; if you have 10 agents or more; AND if you’re experiencing repetitive queries and processes - chances are that DigitalGenius can not only reduce your costs, but will also help make customer service a competitive advantage for your business.

So.....how do we get started?

Let us do the heavy lifting! We want to learn about you, the challenges you’re facing in customer service, and then determine if we’re the right choice for your business. Give us 30 minutes, and we can definitely answer the question.

If we uncover that there’s a mutual fit, we'll take you through a deeper review of our product, validate an AI match and provide you with a roadmap of what it will take to go live, plus pricing, an implementation plan and a full ROI calculation.

Want to come on an AI-powered automation journey with us? Let's talk. Get started by telling us a little bit about yourself on the form to the right.







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