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Lufthansa Group Chatbots - The journey to a new customer channel

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Lufthansa Group Chatbots - The journey to a new customer channel

  1. 1. lufthansagroup.com Lufthansa Group Chatbots The journey to a new customer channel Ivonne Engemann 06.12.2018 World Chatbots Summit, Berlin
  2. 2. Ivonne Engemann Deutsche Lufthansa AG IT Project Manager Sales & Digital Customer Experience Product Owner Lufthansa Group Service Chatbot Developer at heart December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 2
  3. 3. Lufthansa Group - at a glance 343destinations 15,415 weekly frequencies 197destinations 3,988 weekly frequencies Aviation Services … and others 130,000 employees 28+ Million Registered customers (Miles & More) December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 3
  4. 4. Everything started in mid-2016 with a simple idea ... December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 4
  5. 5. “Mildred, I like to see the Eiffel Tower” December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 5
  6. 6. Mildred was built from a mashup of APIs on a cloud runtime December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 6
  7. 7. A “lighthouse project” was born… #agile #feedback #customerCentric #cloud #payPerUse #APIfirst #chatbot #socialMedia #AI #lean #innovation December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 7
  8. 8. • Address our customers’ pain points • Provide self service instead waiting in queues • Reduce call center costs • Expand social media strategy • Build one group solution for all 3 hub airlines “The Lufthansa Group needs a Service Chatbot!” December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 8
  9. 9. We created the Service Bot “Nelly” December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 9
  10. 10. Help during flight disruptions with self-service rebooking December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 10
  11. 11. Guide the customer provide options add examples react clearly and concisely December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 11
  12. 12. Focus on main capabilities and use available data December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 12
  13. 13. Prepare for a wide range of “natural language” December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 13
  14. 14. Consider the customer’s context December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 14
  15. 15. Keep the conversation going December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 15
  16. 16. Provide human service on the same channel December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 16
  17. 17. Listen to your customers to understand their language “Premium Economy Class” “PEY” “Economic Plus” “in Y+” “premium eco” December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 17
  18. 18. Continously improve using your customers’ feedback How many bags are allowed on a flight to New York for a senator? Is my bag loaded on my connecting flight? I don’t want to fly anymore. How do I get a refund? How do I get a hotel voucher? December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 18
  19. 19. Training the model is a constant endeavor December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 19
  20. 20. Listen to your customers – establish feedback loops Start with “API First” – you need proper APIs to serve valuable content 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 customer needs are Key Learnings & Takeaways Involve IT Security and Legal early in the process December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 20
  21. 21. Lufthansa Chatbots – Outlook More use cases Voice assistants Connect – linkedin.com/in/ivonne-engemann Explore chatbot application in other areas Nelly – http://m.me/FlySWISS.GVA December 2018, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 21 Chat – http://bot.lh.com

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