KLM Using Artificial Intelligence Within Its Social Media Service - insideBIGDATA

KLM Royal Dutch Airlines is taking the next step in using artificial intelligence (AI) within its social media service. KLM worked with AI frontrunner, DigitalGenius, to add automated answers to general repetitive questions from customers without the intervention of a human service agent. This gives KLM agents more time to focus on questions in conversations with customers that require a human approach. KLM is the first airline to offer a combination of human agents and artificial intelligence in a single conversation on Twitter, Messenger and WhatsApp. KLM receives over 130.000 mentions via social media per week.