Reflecting KLM’s public AI chatbot success, Commerce Sphere’s vendor-neutral integration automates 60% of queries, improving satisfaction by 15% for global customer engagement.
Business Problem:
KLM Royal Dutch Airlines faced rising customer query volumes in 2018, overwhelming support teams and increasing response times by 30% across global markets. The airline needed to enhance customer engagement without adding staff.
Process:
- Analysis: Identified repetitive queries (e.g., flight status) suitable for automation.
- Solution Design: Deployed BlueBot, a conversational AI chatbot using NLP, integrated with Facebook Messenger.
- Implementation: Rolled out over 3 months, with iterative training on customer data.
- Monitoring: Tracked query resolution rates and customer feedback for continuous improvement.
Completion and Results:
BlueBot handled 60% of queries without human intervention, reducing response times by 40% and improving customer satisfaction by 15%. The vendor-neutral approach allowed integration with existing systems, saving costs.
Client Benefits:
- 60% query automation, freeing staff.
- 40% faster response times.
- 15% higher customer satisfaction.