KLM uses AI to answer customers questions on social media

KLM Royal Dutch Airlines announced that it’s using artificial intelligence (AI) within its social media services.

KLM has been working with DigitalGenius, an AI frontrunner, to add automated answers to general repetitive questions from customers, because of receiving a large number of mentions (130,000) via social media per week.

The Dutch Airline is the first airline to combine human agents and AI in a single conversation through WhatsApp, Messenger, and Twitter.

Pieter Groeneveld, senior vice president at Digital Air France-KLM, said: “By using artificial intelligence, KLM makes conversations with our customers even more timely, correct, and personal.

“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.”

With help from DigitalGenius, who supports over 50% of all inquiries, KLM service agents have more time to focus on questions that require a human approach.

Mikhail Naumov, co-founder and president at DigitalGenius, added: “Once again, KLM has achieved the ability to provide hybrid ‘Human+AI’ conversations to support their customers.”

Written from press release by Leah Alger