Artificial intelligence driving KLM's social media strategy: Travel Weekly

Dutch carrier KLM, already an airline industry leader in the use of artificial intelligence (AI) to field customer service inquiries through social media channels, can now deal with many social media interactions without a live agent. The enhancement allows it to answer more questions in a shorter period of time. "This is exactly what the customer needs," said Air France-KLM senior vice president of digital Pieter Groeneveld. KLM said its team of 250 social media service agents engage in approximately 30,000 conversations each week, double the volume they were handling just 13 months ago. On average, conversations consist of five or six questions and answers.