KLM – Royal Dutch Airlines customers can now book a ticket on Messenger through an artificial intelligence-powered service named BlueBot (BB).
According to the airline, the new BB service allows customers to make a reservation on Messenger in a conversational way, 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,” the airline said in an announcement.
BB is supported by 250 human service colleagues.
“With BB, KLM is taking the next step in its social media strategy, offering personal service through technology, supported by human agents when needed,” Pieter Groeneveld, Senior Vice President Digital Air France – KLM, said.
BB will soon be able to offer more services and be compatible with different digital channels, including voice.
KLM is well known for its personal approach. On social media, it offers 24/7 service and handles more than 16,000 cases a week.