KLM welcomes BlueBot (BB) to its service family
Book a ticket in a conversational way via a service bot on KLM’s Messenger
As of today, KLM customers can book a ticket on Messenger with the help of artificial intelligence. KLM’s 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, 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.
About KLM and Social Media
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. On WhatsApp, Facebook, Messenger, Twitter, LinkedIn, WeChat and KakaoTalk, KLM offers its customers a 24/7 one-stop-shop in nine different languages: Dutch, English, German, Spanish, Portuguese, French, Chinese, Japanese and Korean. During office hours, KLM also offers services in Italian. 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.