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Lufthansa’s Approach to New Customer Channels for Best Prices and Service

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Ivonne Engemann
Lufthansa Group
Chatbot Summit, Berlin 2017

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Lufthansa’s Approach to New Customer Channels for Best Prices and Service

  1. 1. lufthansagroup.com Lufthansa’s Approach to New Customer Channels for Best Prices and Service Ivonne Engemann, Lufthansa German Airlines Chatbot Summit, Berlin 2017
  2. 2. 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 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 Page 3 Lufthansa Chatbots – approaching a new channel focusing on customer centricity Rethink how to address today’s customer demands Personalized services – no more “one size fits all” Exploring new ways – embracing trial and error methods
  5. 5. Ivonne Engemann, Lufthansa German Airlines Page 4 How our customers perceive Lufthansa today
  6. 6. Ivonne Engemann, Lufthansa German Airlines Page 5 We need to go where our customer is “Mildred, I would like to visit the Eiffel tower in May”
  7. 7. Ivonne Engemann, Lufthansa German Airlines Page 6 Mildred lives in Facebook Messenger and helps with Flight Search
  8. 8. Ivonne Engemann, Lufthansa German Airlines Page 7 Booking Classes knows 3-Letter-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 Page 8 “Natural Language” covers a wide range
  10. 10. Ivonne Engemann, Lufthansa German Airlines Page 9 We listen to our customers to understand their language “Premium Economy Class” “PEY” “Economic Plus” “in Y+” “premium eco”
  11. 11. Ivonne Engemann, Lufthansa German Airlines Page 10 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?
  12. 12. Ivonne Engemann, Lufthansa German Airlines Page 11 Listen to your customers – establish feedback loops and enhance the service permanently Embrace “Everything-as-a-service” – without APIs no chatbot 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
  13. 13. Ivonne Engemann, Lufthansa German Airlines Page 12 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
  14. 14. Ivonne Engemann, Lufthansa German Airlines Page 13 Mildred is built on a mashup of APIs

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