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Lufthansa Group Chatbots - The journey to a new customer channel

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Ivonne Engemann
Lufthansa Group
Deutsche Telekom, AI Summit 2019, Darmstadt

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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 30.01.2019 Deutsche Telekom, AI Summit 2019, Darmstadt
  2. 2. Ivonne Engemann Deutsche Lufthansa AG IT Project Manager Sales & Digital Customer Experience Product Owner Lufthansa Group Service Chatbot Developer at heart January 2019, 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) January 2019, 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 ... January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 4
  5. 5. “Mildred, I like to see the Eiffel Tower” January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 5
  6. 6. A “lighthouse project” was born… #agile #feedback #customerCentric #cloud #payPerUse #APIfirst #chatbot #socialMedia #AI #lean #innovation January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 6
  7. 7. • 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!” January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 7
  8. 8. We built a new self-service channel January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 8
  9. 9. We created the Service Bot “Nelly” January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 9 http://m.me/FlySWISS.GVA
  10. 10. Help during flight disruptions with self-service rebooking January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 10
  11. 11. Guide the customer in the main flow… provide options add examples react clearly and concisely January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 11
  12. 12. … but it is a conversational channel January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 12
  13. 13. Prepare for a wide range of “natural language” January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 13
  14. 14. Natural Language Processing: Intents & Entities January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 14 location:destination location:origin datetime intent datetime:return cabinclass RequestPrice Frankfurt New York 05/06/2019 00:00:00 11/17/2019 00:00:00 Premium Economy I want to fly to New York on first Monday in May starting from Frankfurt and returning on Memorial Day. In premium eco if possible
  15. 15. Listen to your customers to understand their language “Premium Economy Class” “PEY” “Economic Plus” “in Y+” “premium eco” January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 15
  16. 16. 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? January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 16
  17. 17. Training the NLP model is a constant endeavor January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 17
  18. 18. Listen to your customers – establish feedback loops Start with “API First” – you need proper APIs to serve valuable content Just start – you will learn along the way 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 January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 18
  19. 19. Lufthansa Chatbots – Outlook More use cases Voice assistants Connect – linkedin.com/in/ivonne-engemann Explore chatbot application in other areas January 2019, Ivonne Engemann Lufthansa Group Chatbots – The journey to a new customer channel Page 19 Chat – http://bot.lh.com

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