Summits Yellow

KLM introduces Messenger chatbot for ticket booking

Tyrone Stewart

KLM BB Messenger chatbotKLM Royal Dutch Airlines has introduced a new AI-powered Messenger chatbot that enables customers to book their tickets without needing to talk to one of the company’s agents, unless necessary.

The bot, called BlueBot (BB), helps customers to book customers in a conversational manner. It is supported by 250 human service colleagues, who are at hand if BB can’t help with a customer’s query.

“KLM is well known for its personal approach,” said Pieter Groeneveld, SVP of digital at Air France-KLM. “On social media, we offer 24/7 service with our team of 250 human agents, handling more than 16,000 cases a week. Volumes will continue to grow. At the same time, customers require a speedy response. We have therefore been experimenting with AI to support our agents to provide a personal, timely and correct answer. With BB, KLM is taking the next step in its social media strategy, offering personal service through technology, supported by human agents when needed.”

KLM says that BB will soon offer more services and be compatible with different digital channels, including voice.

The bot follows the emoji service that KLM added to Messenger earlier this year. The post-booking service informs travellers in new locations about the places around them – all the tourist has to do is input the relevant emoji and their location into the chat.