How Artificial Intelligence is Transforming Enterprise Customer Service

Other enterprises adopt the "AI-assisted human agent" model to reinforce their existing customer support staff. KLM, the flag carrier airline of the Netherlands, began answering customer inquiries via Facebook Messenger last year. To help lessen the average waiting period before a customer's issue is addressed and resolved, they used DigitalGenius to provide an AI solution layer. In this model, the AI interprets the conversation and suggests response choices to the human agent. The AI adapts the reply format based on the inquiry platform -- elaborating longer in an email and keeping Twitter responses to 140 characters or fewer.