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

Ivonne Engemann Lufthansa Group Chatbot Summit, Berlin 2017

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lufthansagroup.com
Lufthansa’s Approach to New
Customer Channels for Best Prices
and Service
Ivonne Engemann, Lufthansa German Airlines
Chatbot Summit, Berlin 2017
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
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.
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
Ivonne Engemann, Lufthansa German Airlines
Page 4
How our customers perceive
Lufthansa today
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”

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

  • 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. 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. 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. 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. Ivonne Engemann, Lufthansa German Airlines Page 4 How our customers perceive Lufthansa today
  • 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. Ivonne Engemann, Lufthansa German Airlines Page 6 Mildred lives in Facebook Messenger and helps with Flight Search
  • 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. Ivonne Engemann, Lufthansa German Airlines Page 8 “Natural Language” covers a wide range
  • 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. 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. 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. 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. Ivonne Engemann, Lufthansa German Airlines Page 13 Mildred is built on a mashup of APIs