Dialogflow (Google) Case Studies KLM's Innovative Booking and Packing Bot 'BB' Powered by Dialogflow

	KLM's Innovative Booking and Packing Bot 'BB' Powered by Dialogflow Dialogflow (Google)

KLM's Innovative Booking and Packing Bot 'BB' Powered by Dialogflow

Dialogflow (Google)

Applicable Industries	Packaging Transportation
Use Cases	Intelligent Packaging
Challenge	KLM Royal Dutch Airlines, a global airline serving over 30 million passengers annually, was facing a challenge in providing a personalized and convenient booking experience for its customers. The average customer flies with KLM 1.4 times per year, and many of these customers do not download the airline’s mobile app to book a flight. KLM wanted to create a new entry point for these customers, one that provided opportunities for conversational interactions using voice or text. The goal was to bring warmth and personality to conversations with their customers, enhancing the overall customer experience. Read More
About Customer	KLM Royal Dutch Airlines is the oldest global airline still operating under its original name. Founded in 1919 and based in Amsterdam, KLM serves over 30 million passengers annually, operates more than 200 aircraft, and flies to 163 destinations worldwide. It is also the third-largest private employer in the Netherlands. The average KLM customer flies with the airline 1.4 times per year. KLM is committed to enhancing the customer experience and providing personalized and convenient services to its customers. Read More
Solution	KLM decided to leverage the power of AI and natural language understanding (NLU) to create a conversational experience for its customers. After testing several platforms, they chose Dialogflow for its strong NLU capabilities and ease of use for developers. KLM's first project was a booking bot for Facebook Messenger, introduced in September 2017, named 'BB' for Blue Bot. BB is designed to be female, helpful, friendly, professional, and even a bit edgy. Customers can make a booking through Messenger, where BB asks for the destination, flight dates, and other details. The entire booking process, including payment and confirmation, can be completed on the conversational app. If BB is unable to answer a query, the conversation can be easily taken over by a human agent, thanks to the integration with KLM’s CRM system. A few months later, KLM launched a packing service for the Google Assistant, where BB guides customers on what to pack based on their destination and length of stay. Read More Log in to view content
Contents

Applicable Industries

Packaging

Transportation

Use Cases

Intelligent Packaging

Challenge

KLM Royal Dutch Airlines, a global airline serving over 30 million passengers annually, was facing a challenge in providing a personalized and convenient booking experience for its customers. The average customer flies with KLM 1.4 times per year, and many of these customers do not download the airline’s mobile app to book a flight. KLM wanted to create a new entry point for these customers, one that provided opportunities for conversational interactions using voice or text. The goal was to bring warmth and personality to conversations with their customers, enhancing the overall customer experience.

About Customer

KLM Royal Dutch Airlines is the oldest global airline still operating under its original name. Founded in 1919 and based in Amsterdam, KLM serves over 30 million passengers annually, operates more than 200 aircraft, and flies to 163 destinations worldwide. It is also the third-largest private employer in the Netherlands. The average KLM customer flies with the airline 1.4 times per year. KLM is committed to enhancing the customer experience and providing personalized and convenient services to its customers.

Solution

KLM decided to leverage the power of AI and natural language understanding (NLU) to create a conversational experience for its customers. After testing several platforms, they chose Dialogflow for its strong NLU capabilities and ease of use for developers. KLM's first project was a booking bot for Facebook Messenger, introduced in September 2017, named 'BB' for Blue Bot. BB is designed to be female, helpful, friendly, professional, and even a bit edgy. Customers can make a booking through Messenger, where BB asks for the destination, flight dates, and other details. The entire booking process, including payment and confirmation, can be completed on the conversational app. If BB is unable to answer a query, the conversation can be easily taken over by a human agent, thanks to the integration with KLM’s CRM system. A few months later, KLM launched a packing service for the Google Assistant, where BB guides customers on what to pack based on their destination and length of stay.

Impact #1	The implementation of the BB bot has been successful, with KLM reporting strong early performance. Customers have enjoyed interacting with BB, even discovering fun 'easter-egg' responses to various questions. The airline plans to merge the booking and packing experiences to provide a seamless service to travelers. KLM sees BB as an extension of their service family and plans to continue expanding its capabilities to assist travelers throughout their entire customer journey.

Impact #1

The implementation of the BB bot has been successful, with KLM reporting strong early performance. Customers have enjoyed interacting with BB, even discovering fun 'easter-egg' responses to various questions. The airline plans to merge the booking and packing experiences to provide a seamless service to travelers. KLM sees BB as an extension of their service family and plans to continue expanding its capabilities to assist travelers throughout their entire customer journey.

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Overview

KLM's Innovative Booking and Packing Bot 'BB' Powered by Dialogflow

Operational Impact