This gives KLM agents more time for discussions where human iteration is really needed. KLM is the first airline to offer a combination of human action and artificial intelligence in a single conversation on Twitter, Messenger and WhatsApp.
KLM receives over 130 000 weekly mentions through social networks. This number has increased since the introduction of the consulting service on WhatsApp. A dedicated team, which consists of 250 agents, engages in over 30 000 conversations every week.
On average, the conversations consist of five or six questions and answers between KLM and its customers. Questions that can be answered automatically with the help of artificial intelligence usually appear at the beginning of the conversation.
The AI system gets smarter over time
KLM uses the AI system provided by DigitalGenius, which now supports over 50% of its activity. When agents have to answer questions, AI gives them a possible answer. The AI system learns from the actions of the service agent and becomes smarter over time.
Until now, the agents had to decide if the proposed answer corresponds to the question, adjust the answer if necessary and send it on the appropriate social media channel. With the help of the AI system, KLM can automate the answers to the most frequently asked questions on any subject, without the intervention of an agent.
Thus, social media agents can focus much better on really important discussions, where human intervention is really needed.