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Chatbots on Bluemix, Lufthansa’s Approach to New Customer Channels for Best Prices and Service

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Ivonne Engemann
Lufthansa Group
Digital Transformation - Session DES-5199
IBM Interconnect 2017 - Las Vegas
20.03.2017

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Chatbots on Bluemix, Lufthansa’s Approach to New Customer Channels for Best Prices and Service

  1. 1. lufthansagroup.com Digital Transformation: Session DES-5199 Chatbots on Bluemix – Lufthansa’s Approach to New Customer Channels for Best Prices and Service Ivonne Engemann, Deutsche Lufthansa AG IBM InterConnect 2017 Conference
  2. 2. Digital Transformation DES-5199 Ivonne Engemann, Lufthansa German Airlines Ivonne Engemann Lufthansa German Airlines IT Project Manager Sales & Digital Customer Experience Product Owner Chatbots @ Lufthansa Group Developer Page 1
  3. 3. About the Lufthansa Group Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 2 Passenger transportation is the core business of the Lufthansa Group. The airlines Lufthansa, SWISS and Austrian Airlines operate from the hubs in Frankfurt, Munich, Zurich and Vienna. In point-to-point traffic, Eurowings is set to become number 3 in Europe.
  4. 4. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 3 How our customers perceive Lufthansa today
  5. 5. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 4 We need to go where our customer is “Mildred, I would like to visit the Eiffel tower in May”
  6. 6. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 5 Messenger Services Instant messaging, e.g. WhatsApp, iMessage, Skype, Facebook Messenger Chatbot Computer program which conducts conversation via auditory or textual methods Makes use of Natural Language Processing (NLP)
  7. 7. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 6 Mildred lives in Facebook Messenger and helps with Best Price Search
  8. 8. Digital Transformation DES-5199 Ivonne Engemann, Lufthansa German Airlines Page 7 booking classes knows airport codes understands landmarks very fast and friendly handover to booking knows holidays speaks German and English based on best price search forgives typing errors remembers preferences What is Mildred capable of? © One
  9. 9. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 8 Mildred is built on a mashup of APIs
  10. 10. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 9 Mildred deployed in the IBM Bluemix Cloud compose
  11. 11. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 10 “Natural Language” covers a wide range
  12. 12. I want to fly to New York on first Tuesday in May starting from Frankfurt and returning on Memorial Day. In premium eco if possible Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 11 Natural Language Processing: intents & entities location:destination location:origin datetime intent datetime:return cabinclass RequestPrice Frankfurt New York 05/02/2017 00:00:00 05/29/2017 00:00:00 Premium Economy
  13. 13. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 12 We listen to our customers to understand their language “Premium Economy Class” “PEY” “Economic Plus” “in Y+” “premium eco”
  14. 14. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 13 Continuously evolves based on our customers’ feedback I would love to ask for connecting tickets like "from PMI via FRA to VNO" Can I search for a maximum price? e.g. FRA to Spain max 100 EUR? I was actually surprised how fast the search was done What about one- way?
  15. 15. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 14 Journey to Digital Transformation Agile development Small autonomous team Cross-domain responsibility DevOps Fail-fast and adapt
  16. 16. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 15 Listen to your customers – establish feedback loops and enhance the service permanently Embrace “Everything-as-a-service” – build for resilience, not robustness Just do it – bend existing processes and ways of working Think about how your brand is perceived. Bots allow you to learn what the real needs are Key Learnings & Takeaways
  17. 17. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 16 Lufthansa Chatbots – Outlook New search and service options Improve accurateness Chatbots could become an ubiquitous service for the Lufthansa Group
  18. 18. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 17 Lufthansa Chatbots will continuously enhanced New search and service options Improve accurateness Chatbots will become a ubiquitous service for the Lufthansa GroupThank you – visit Mildred at mildred.lh.com
  19. 19. Ivonne Engemann, Lufthansa German Airlines Digital Transformation DES-5199 Page 18 http://ibm.co/2n1KXt2

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