Tuesday, September 26, 2017

KLM introduces BB Messenger service with a personality

Airline version of Siri makes booking a breeze
Patti Pietschmann

See how it's done


Now you can book a KLM  ticket on Messenger. All you need is  BlueBot (BB)--the Siri of airline travel--that makes booking a breeze. BB is self-learning, has her own personality and is always helpful, friendly, professional and a tad edgy. She finds her footing in artificial intelligence connected to KLM technology, and is supported by 250 human service colleagues. If BB isn’t able to help customers any further, they will be referred to a human service colleague. BB will soon be able to offer more services, and will be compatible with different digital channels, including voice.

“KLM is well known for its personal approach,” said Pieter Groeneveld, Senior Vice President Digital Air France KLM. “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.” 

Since 2009, KLM has earned reognitionStarting today, KLM customers can book a ticket on Messenger with the help of artificial intelligence. KLM’s new service bot, BlueBot (BB), helps customers on Messenger in a conversational way by making booking a ticket easier, 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, and is supported by 250 human service colleagues. If BB isn’t able to help customers any further, they will be referred to a human service colleague. BB will soon be able to offer more services, and will be compatible with different digital channels, including voice.

“KLM is well known for its personal approach,” said Pieter Groeneveld, Senior Vice President Digital Air France KLM. “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.” 

Since 2009, KLM has earned recognition for being a pioneer in the field of social media services and campaigns. It has over 25 million fans and followers on various social media platforms.