KLM Partners With DigitalGenius to Bring AI to Social Servicing

Artificial intelligence is a hot topic these days. In this industry, investment grew more than 3-fold since 2013, and new services and applications for it are appearing every week. These two facts alone provide plenty of reason to believe that AI is here to stay and will influence businesses quite a bit. Now, news coming from Amstelveen (Netherlands) and San Francisco (USA) report that the KLM Royal Dutch Airlines is testing AI in customer service through social media, taking the next step in social servicing. To do so, KLM is using DigitalGenius‘ AI, integrating it in its customer relationship management tool. To handle the 100,000 (and growing) mentions per week it receives on social media, KLM has a dedicated team of 235 social media service agents, who personally engage in 15,000…


Link to Full Article: KLM Partners With DigitalGenius to Bring AI to Social Servicing