The Challenge

KLM always want to be where their customer are. By opening new customer service channels such as Facebook, Twitter and WhatsApp, KLM ran into a problem. The high adoption of these channels due to their convenience, also translated into high traffic volumes. Furthermore, KLM realised that adding more service agents would not solve this challenge. Messaging channels bring a higher level of customer expectations with passengers demanding faster answers

The Solution

DigitalGenius was implemented in KLMs Salesforce CRM supporting 5 service channels, Facebook, Messenger, Twitter, Whatsapp and Wechat and 7 languages – English, Dutch, Spanish and Portuguese with more channels and languages still to come

DigitalGenius has deployed its Autopilot and Copilot capabilities meaning for repetitive questions the technology can manage them automatically and for more complex queries the Copilot app provides recommendations to agents inside Salesforce