KLM is piloting DigitalGenius' artificial intelligence (AI) system to help staff respond to the significant number of questions that it receives on social media. When an agent needs to answer an incoming question, he or she gets a proposed answer through AI, which is trained on more than 60,000 KLM questions and answers. The agent then decides whether that is the right answer, can adjust it if necessary and can then send it across the appropriate social network. The AI system learns based on the responses from the agents, meaning it should generate more accurate proposed answers in the future. KLM says it receives around 100,000 mentions each week on social media and has a team of 235 social media service agents.