KLM adds automated messages to customer conversations
Next step in social media service with artificial intelligence from DigitalGenius
AMSTELVEEN, The Netherlands and SAN FRANCISCO, Dec. 19, 2017 (GLOBE NEWSWIRE) -- KLM Royal Dutch Airlines is taking the next step in using artificial intelligence (AI) within its social media service. KLM worked with AI frontrunner, DigitalGenius, to add automated answers to general repetitive questions from customers without the intervention of a human service agent. This gives KLM agents more time to focus on questions in conversations with customers that require a human approach. KLM is the first airline to offer a combination of human agents and artificial intelligence in a single conversation on Twitter, Messenger and WhatsApp.
KLM receives over 130,000 mentions via social media per week. This number has grown since the introduction of WhatsApp as a service channel. A dedicated team of 250 social media service agents personally engages in 30,000 conversations each week. On average, conversations consist of five or six questions and answers between KLM and its customers. Questions that can be answered automatically with the use of artificial intelligence usually come at the beginning of the conversation.
KLM has been using AI provided by DigitalGenius, which now supports over 50% of all inquiries, for a year and-a-half. When agents need to answer questions, AI provides them with a possible answer. The AI system learns from the service agent's actions and gets smarter over time. Until now, the agents had to decide if the proposed answer suits the question, adjust the answer if necessary and send it to the appropriate social media channel. With the high volumes of customer questions that the AI system has handled, KLM is now able to automate the answers to the most common questions on any subject without the interference of a human service agent. With the help of this next step in social media, KLM service agents have more time to focus on questions that require a human approach.
Pieter Groeneveld, Senior Vice President Digital Air France-KLM:
"By using artificial intelligence, KLM makes conversations with our customers even more timely, correct, and personal. This is what characterises KLM. Heavy snowfall in the Netherlands last week, caused a significant increase of the number of questions on social media. Passengers obviously expect a timely answer. With the use of AI we support our service agents with technology and should be able to answer many more questions in a shorter period of time. This is exactly what the customer needs."
Mikhail Naumov, Co-founder & President DigitalGenius:
Once again, KLM has achieved an industry-first - the ability to provide hybrid "Human+AI" conversations to support their customers. They are a stellar example of a company that uses technology to unlock human time and potential - all in service of their respected brand and their customers.
Natalie Issa (For DigitalGenius)
The issuer of this announcement warrants that they are solely responsible for the content, accuracy and originality of the information contained therein.
Source: DigitalGenius via Globenewswire
Följ NASDAQ OMX
Abonnera på våra pressmeddelanden.
Senaste pressmeddelandena från NASDAQ OMX
SD-WAN for Office 365: Aryaka Helps eLearning company, City & Guilds Group, Improve Office 365 Application Response Time19.4.2018 18:54 | Pressmeddelande
Aryaka's Global SD-WAN reduces time for global users to open SharePoint files from 10 to 0.05 seconds; Outlook performance improves 9x worldwide LONDON, April 19, 2018 (GLOBE NEWSWIRE) -- Aryaka®, the leading global SD-WAN provider, announced today its SD-WAN technology has enabled City & Guilds Group, a worldwide leader in workplace skills, eLearning, and executive coaching, to achieve faster Office 365 application response times leading to an increase in productivity and better collaboration between users in Europe and Asia-Pacific. Headquartered in London, the City & Guilds Group works with education providers, governments and major corporations to help shape and support skills development for employers in over 100 countries. Team members of the company are similarly scattered around the world and primarily collaborate using Microsoft Office 365 applications, but many remote users were struggling to access the group's instance of Office 365 hosted in Dublin. For example, it could ta
Canacol Energy Ltd. Announces Private Offering of Senior Notes19.4.2018 16:23 | Pressmeddelande
CALGARY, Alberta, April 19, 2018 (GLOBE NEWSWIRE) -- Canacol Energy Ltd. ("Canacol" or the "Corporation") (TSX:CNE) (OTCQX:CNNEF) (BVC:CNEC) is pleased to announce that it intends, subject to market and other conditions, to offer senior unsecured notes (the "Notes") in a private placement to qualified institutional buyers in the United States pursuant to Rule 144A under the Securities Act of 1933, as amended (the "Securities Act"), to non-U.S. persons in transactions outside the United States pursuant to Regulation S under the Securities Act and pursuant to certain prospectus exemptions in Canada (the "Offering"). The Notes will be fully and unconditionally guaranteed by certain subsidiaries of Canacol. The interest rate, redemption prices and other terms of the Notes are to be determined upon pricing of the Offering. Canacol intends to use the net proceeds from the Offering: (i) to repay the outstanding amounts borrowed under its credit facility; (ii) to pay fees and expenses of the O
FinancialForce Extends Professional Services Automation Leadership With its Spring 2018 Release19.4.2018 14:00 | Pressmeddelande
New features empower services organizations to run their businesses with greater predictability, assign best-fit resources at scale, and forecast projects with 360-degree insight. SAN FRANCISCO, April 19, 2018 (GLOBE NEWSWIRE) -- FinancialForce, the number one customer-centric ERP cloud vendor built on the Salesforce Platform, announced the availability of its latest version of Professional Services Automation, the highest customer-rated PSA solution for enterprise organizations. The Spring 2018 Release of PSA brings new functional capabilities to accelerate project staffing speed and accuracy; unify people and project data; enable better forecasting decisions; and enhance the overall user experience using the Salesforce Lightning framework. Fast, Accurate Resource Mapping With the Spring 2018 Release of PSA, project and resource managers can identify and assign best-fit resources with greater speed and accuracy. Through advanced skills filtering and search capabilities, including part
SpeeDx receives FDA clearance for Mycoplasma genitalium product19.4.2018 14:00 | Pressmeddelande
SYDNEY, Australia, April 19, 2018 (GLOBE NEWSWIRE) -- SpeeDx's Resistance Plus ® MG Positive Control kit has now been listed with the US Food and Drug Administration (FDA) for sale in the United States through the company's recently incorporated US entity, SpeeDx Inc. The announcement coincides with the FDA registration of the Australian parent company - SpeeDx Pty Ltd - as a Medical Device Manufacturing Establishment, and clinical trials remain on-track for the Resistance Plus MG assay.* The Resistance Plus MG Positive Control kit contains synthetic DNA to simulate Mycoplasma genitalium, as well as five mutations known to confer resistance to macrolide antibiotics. Macrolide-resistant M. genitalium is a challenging sexually transmitted infection (STI), and global management guidelines are currently being adapted to deal with the rise in resistance. "This is an important product in our portfolio," said Elisa Mokany, Chief Technology Officer for SpeeDx. "M. genitalium is very difficult
Cisco ACI Is Data Center Solution of Choice for Service Providers Worldwide19.4.2018 14:00 | Pressmeddelande
Service providers deliver new cloud services more quickly and offer superior customer experience with the help of Cisco Application Centric Infrastructure SAN JOSE, Calif., April 19, 2018 (GLOBE NEWSWIRE) -- Providing secure, differentiated and rapidly delivered cloud services to customers is a crucial requirement for today's service providers. To meet cloud infrastructure demands, global service providers are increasingly turning to the Cisco® Application Centric Infrastructure (Cisco ACI(TM)) , the industry-leading software-defined networking (SDN) solution. Cisco ACI reduces operational costs with an automated, policy-based programmable architecture, while improving scalability and security. In addition, new Cisco ACI multi-site management capability helps service providers to connect and manage multiple geographically distributed Cisco ACI fabrics and to move and manage workloads with a single pane of glass. Cisco ACI is being deployed worldwide by service providers such as NTT Com
Taconic Biosciences Launches New Inflammatory Bowel Disease Models19.4.2018 14:00 | Pressmeddelande
RENSSELAER, N.Y., April 19, 2018 (GLOBE NEWSWIRE) -- Taconic Biosciences, a global leader in providing genetically engineered mouse model and service solutions, announces the launch of several new inflammatory bowel disease (IBD) animal models. As a fully-licensed provider of CRISPR/Cas9 gene editing technology, Taconic scientists knocked out the mouse Il10 gene to generate a spontaneous colitis mouse models. The new knockout models were created on Taconic's B6 (C57BL/6NTac) and BALB/c (BALB/cAnNTac) backgrounds, and are available at both the Excluded Flora (EF) and Germ Free (GF) health standards. Beyond the scientific benefits, Taconic is also making them easy to access by offering these models to commercial, contract research organization (CRO), and academic institutions under a simple label license. This represents a departure from the license requirements for Il10 knockouts from other animal model providers. "In order for animal models to drive drug discovery they need to be both
I vårt pressrum kan du läsa de senaste pressmeddelandena, få tillgång till pressmaterial och hitta kontaktinformation.Besök vårt pressrum