Starting from 26 September, 2017, KLM customers can book a ticket on Messenger with the help of artificial intelligence. The 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, the airline offers 24/7 service with a team of 250 human agents, handling more than 16,000 cases a week.
Since 2009, KLM has gained a reputation for being a pioneer in the field of social media services and campaigns. KLM has over 25 million fans and followers on various social media platforms.
Through these channels, KLM receives over 100,000 mentions every week, 16,000 of which are questions or remarks.