Case Study: KLM automates over 50% of customer inquiries with DigitalGenius AI

KLM Transforms Social Customer Service with DigitalGenius AI

KLM, the world’s oldest airline, faced rapidly rising social messaging volumes across Facebook, Messenger, Twitter and WhatsApp—handling some 130,000 mentions weekly (30,000 questions) and running the largest dedicated social team with about 250 agents. Adding headcount wouldn’t meet customer expectations for faster answers, so KLM turned to DigitalGenius and its AI platform to tackle repetitive inquiries and scale service on new messaging channels.

DigitalGenius deployed its AI across four channels and four languages, providing suggested replies to agents and automating common questions end-to-end. As a result, DigitalGenius now supports over 50% of all KLM inquiries and delivered a 55% increase in accuracy between January and June 2018, freeing agents to focus on complex cases and speeding customer response times.

KLM

Pieter Groeneveld

Senior Vice President