KLM makes artificial intelligence a reality for assisting customers on social media: Travel Weekly

Dutch carrier KLM has begun using artificial intelligence (AI) to better serve the many customers who communicate with the airline via social media. "Applying AI, KLM can handle a greater volume of questions while still maintaining its personal approach and speed," Tjalling Smit, senior vice president, digital at Air France-KLM, said recently when announcing the technology. The carrier's move comes as flyers around the world increasingly use services such as Twitter, Facebook Messenger, WeChat and Instagram to submit comments, complaints and questions to airlines. Carriers have had to adapt, employing teams of customer service agents to respond to postings both public and private. KLM has been a leader in that area.