Book a ticket in a conversational way via a service bot on KLM’s Messenger.
As of today, KLM customers can book a ticket on Messenger with the help of artificial intelligence.
KLM’s new service bot is called BlueBot (BB). On behalf of KLM, BB helps customers on Messenger in a conversational way to book a ticket. With this kind of artificial intelligence, customers can easily book a ticket without the intervention of a KLM agent.
BB is self-learning and has her own personality: helpful, friendly, professional and edgy. She finds her footing in artificial intelligence connected to KLM technology. BB is supported by 250 human service colleagues. Whenever she isn’t able to help customers further, she will refer them to one of her human service colleagues. BB will soon be able to offer more services and be compatible with different digital channels, including voice.
“KLM is well known for its personal approach. On social media, we offer 24/7 service with our team of 250 human agents, handling more than 16,000 cases a week. Volumes will continue to grow. At the same time, customers require a speedy response. We have therefore been experimenting with Artificial Intelligence to support our agents to provide a personal, timely and correct answer. With BB, KLM is taking the next step in its social media strategy, offering personal service through technology, supported by human agents when needed.”
Pieter Groeneveld, Senior Vice President Digital Air France KLM
Technology behind BB
BB uses machine learning of the API.ai platform to understand what customers say and to respond in a relevant way.
BB has been connected to KLM’s APIs to give the most appropriate flight offer and with KLM’s CRM system Salesforce, so that human agents can respond in cases where BB cannot.
KLM receives questions on numerous subjects in the same Messenger thread. To make sure BB only handles the booking-related questions, a neural network has been developed in-house, which determines the nature of the question. This network directs users to BB if it concerns a booking or to a human agent if it concerns another topic.