KLM runs pilot with Artificial Intelligence
AMSTELVEEN, Netherlands and SAN FRANCISCO, CA – KLM Royal Dutch Airlines is taking the next step in social servicing by testing artificial intelligence (AI) to help answer customer questions. When an agent needs to answer an incoming question, he or 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 it if necessary and sends it across the appropriate social media channel. The system learns based on what the agent does, and becomes smarter in real time. KLM receives around 100,000 mentions per week via social media and this number is still growing. A dedicated team of 235 social media service agents personally engages in 15,000 conversations.…
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