An airline perspective on social media and AI in 2017 and the coming year

KLM has been at the forefront of new tech and social developments in the airline industry in 2017. The company just announced that its AI integration, supported by Digital Genius, has yielded excellent results in terms of improving responsiveness, without sacrificing the personal touch that forms a core part of the friendly KLM brand. As Vogel-Meijer explains, introducing AI was a necessary step to managing customer contacts, especially during times of travel disruption. However, KLM wanted to avoid inefficient automation which leads customers into an endless Q&A that never yields the right answers, so the machine learning capabilities of the AI interface were critical. "That was how started looking into artificial intelligence and we came across the path of DigitalGenius. The offer an algorithm implemented into Salesforce--our CRM system. It gives the agent a proposed answer to a question, based on what the algorithm has found on previous Q&A. Whenever the agent gets an answer, the agent can say this is great and send it out immediately or say it is not completely correct, and change it slightly. When they correct it, the algorithm learns and the system gets smarter. "We've been using it for one and a half years this week we are now able to optimize the first answers to specific questions.