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KLM Partners With DigitalGenius to Bring AI to Social Servicing

October 16, 2016

5:50 pm

Artificial intelligence is a hot topic these days. In this industry, investment grew more than 3-fold since 2013, and new services and applications for it are appearing every week. These two facts alone provide plenty of reason to believe that AI is here to stay and will influence businesses quite a bit.

Now, news coming from Amstelveen (Netherlands) and San Francisco (USA) report that the KLM Royal Dutch Airlines is testing AI in customer service through social media, taking the next step in social servicing. To do so, KLM is using DigitalGenius‘ AI, integrating it in its customer relationship management tool.

To handle the 100,000 (and growing) mentions per week it receives on social media, KLM has a dedicated team of 235 social media service agents, who personally engage in 15,000 conversations. In order to improve how this entire workflow functions, the company decided to integrate the AI system provided by DigitalGenius.

Now, when an agent receives a new question, they are presented with an answer proposed by the AI system, already trained on more than 60,000 questions and answers that are commonly received by KLM.

Then, the agent only needs to assess if the proposed answer is satisfactory, adjust it if necessary, and send it via the suitable social media channel. In AI’s best fashion, this system learns automatically based on the agent’s actions, becoming smarter with every iteration.

Tjalling Smit, Senior Vice President Digital at Air France KLM, noted how this new system will impact KLM’s response in customer support:

“A personal approach is extremely important to KLM as this is what defines our social media service. Applying AI, KLM can handle a greater volume of questions while still maintaining its personal approach and speed.”

DigitalGenius is a company that focuses on applying deep learning and AI intelligence into customer service operations. Its Human and AI Customer Service Platform, which KLM integrated, combines the best of human and machine intelligence. This deal is quite important to the company, as Mikhail Naumov, President and CSO at DigitalGenius explained:

“In a noisy space like artificial intelligence, it is important to focus on real metrics and results. KLM is an industry leader in adopting new technology and has become the first global company to deploy a deep learning product in its customer service operation to help and engage with customers. The deployment of DigitalGenius is a prime example of what companies can do to take the next step in customer service and empower their human agents with practical AI.”

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25 y/o, born and living in Portugal. Majored in Biology, but tech and computers were always a passion. Wrote for sites like Windows.Appstorm and MakeTechEasier.

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