KLM allows its customers to book tickets without human agent intervention, using a kind of artificial intelligence

„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.”, according to the press release.

“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.” says Pieter Groeneveld, Senior Vice President Digital Air France – KLM.

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. These are personally answered by more than 250 service agents, who form the world’s largest, dedicated social media team.

KLM was the world’s first airline to offer customers the option of receiving flight documents and status updates via WhatsApp, Messenger and Twitter, and the first Western airline to offer this via WeChat.