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

AI Platform for Customer Service

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 32,000from 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 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.

 

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 a layer into your existing customer service software (Salesforce, Zendesk and many others). We will take you through a thorough onboarding experience from identifying your most expensive & repetitive tickets; installing the app; and then training and deploying your first AI Model.

Once DigitalGenius is configured and the model is trained, you can onboard your agents, and begin using the tool to automate inbound queries end-to-end, reduce 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 itself all the way through your backend systems via our open API framework.

2. DigitalGenius predicts and automates the meta-data tagging process, from assigning tags, case details information and routing cases to appropriate team members.

3. DigitalGenius predicts answers to incoming messages, and suggests them to agents for approval or personalization.

4. If the predicted answers fall above a certain confidence level, those responses can be automated.

What is conversational process automation, and how does it help my customer support team?

Conversational Process Automation (CPA) uses AI to connect conversations with processes.

CPA allows repetitive customer queries such as refund requests, order status inquiries, cancellations and more to be resolved in FULL, without agent involvement – even when additional third-party systems such as billing or payment processing are part of the resolution process.

This AI-driven process automation shifts the attention of agents away from repetitive, mundane work and unlocks critical time and value in your customer support function. DigitalGenius customers are seeing higher CSAT scores, better employee retention, reduced AHT and reduced costs in the contact center.

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