KLM gives agents AI tools to answer customer queries faster, better

Many companies are attempting to use artificial intelligence (AI) to speed up, and improve the accuracy of, their customer service.

Examples include Go Moment, a California company that uses IBM’s Watson AI technology to run a virtual assistant to help hotels automate their customer service, and Lola, a Boston startup that intends to use AI to help give agents “superpowers” as they text-chat with customers.

The first airline to use AI alongside human customer service agents is KLM Royal Dutch Airlines. It has tapped DigitalGenius, a tech company in San Francisco, for the task.

As the companies describe it:

“When an agent needs to answer an incoming question, he/she gets a proposed answer through AI, which is trained on more than 60,000 KLM questions and answers. The agent decides whether the proposed answer is the right answer to the question, adjusts the answer if needed, and sends the answer across the appropriate social media channel.

“The system learns, based on the action of the agent, and becomes smarter in real-time.

“KLM receives around 100,000 mentions via social media per week and this number is still growing. A dedicated team of 235 social media service agents personally engages in 15,000 conversations which are all loaded in KLM’s customer relationship management tool.

“The AI system of DigitalGenius is integrated directly within KLM’s customer relationship management tool to provide a layer of deep learning and AI to service agents in real time.”

klm digitalgenius

Last April, DigitalGenius raised $4 million in investment, adding to the $3 million it had previously raised.

In the coming months, KLM will anxiously watch to see if AI is as good at saving companies money as it is at coming up with answers to questions.

In the coming years, the industry will anxiously watch how much AI technologies empower agents and how much they replace them.

Earlier: Phoenix from the ash cloud (or how KLM formulated its social media strategy)

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Sean O'Neill

About the Writer :: Sean O'Neill

Sean O’Neill had roles as a reporter and editor-in-chief at Tnooz between July 2012 and January 2017.



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  1. Harsiddh Amin

    First of all Congratulations to KLM for being the first AI user airline creating a history. AI is a good tool for airline and tourism related industry and will improve real time response and render quality service to agents and customers. It means eradicating humans currently handling this job. However, furthermore it should be applied on telecommunications too with prefix scenarios and question / answers ( voice receptive PCs and sensors to act accordingly. It sound a bit too much but with more digging into such technology with R&D is required.


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