How KLM uses artificial intelligence in customer service - Digiday

For better or worse, airlines have treated social media as a critical customer service tool, catering to cranky travelers who tweet their gripes. That willingness has led to a deluge of issues for customer service to address -- and created the need to automate it. In a typical week, KLM has to respond to 15,000 social conversations in a dozen different languages. There is no programmatic solution here: KLM has a 235-person social media team. But KLM is exploring ways to combine artificial intelligence and humans in providing customer service that's somewhat automated but still has a personal touch.