This document discusses Lufthansa's use of chatbots like Mildred to provide customer service. Mildred is an AI assistant available on Facebook Messenger that can help users search for and book flights. The presentation notes that customers now expect personalized, convenient services online and through messaging platforms. It also emphasizes the importance of listening to customer feedback to continuously improve chatbots and make them more useful for common flight-related tasks like booking classes and one-way tickets.

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