Case Study: Deutsche Lufthansa AG enhances customer experience and operational efficiency with IBM

Combined talents help the airline raise efficiency

Deutsche Lufthansa AG, Germany’s largest airline, faced the challenge of managing highly complex global regulations and vast amounts of scattered data while improving customer service and operational efficiency. Working with IBM and its AI tools, including IBM Watson Assistant and IBM Watson Explorer, Lufthansa sought a better way to answer customer questions and support employees across its Service Help Centre and data science teams.

IBM implemented an AI-based solution and a modern data science platform using IBM Watson Studio, IBM Watson Machine Learning, and IBM Watson OpenScale on IBM Cloud. The result was a searchable natural-language help system that now handles nearly 100,000 customer queries a year, plus a scalable workflow that helped Lufthansa prototype three operational use cases and move AI projects from proof of concept into production faster, with greater flexibility and scalability.

Deutsche Lufthansa AG

Mirco Bharpalania

Senior Director of Cross Domain Solutions