Scaling Customer Service With AI

TCS developed chatbots using Google Dialogflow to respond to customer queries for KLM to scale their customer service operations. This allowed KLM to handle a 3X increase in users and a 4X increase in message handling, creating more customer value.

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Scaling Customer Service With AI

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KLM ROYAL DUTCH AIRLINES

Scaling customer service with AI

As a lead strategic partner for KLM, TCS digitized, automated, and
scaled the conversational customer service operations. For this, TCS
developed multiple Chatbots using Google Dialog flow that greatly
reduced human effort and increased efficiency.
About KLM ROYAL DUTCH AIRLINES
KLM, the flagship carrier of the Netherlands, is in
The challenge
the forefront of the European airline industry. This
Given a sizeable influx of requests and queries from users, scaling the
market leader offers reliability and a healthy dose
number of human agents was not economical. KLM decided to
of pragmatism, with 32,000 employees working to
maximize their reach and enhance the customer experience by
provide innovative products for passengers and a
designing and implementing customer service functionalities within
safe, efficient, service-oriented operation with a
messaging platforms on social media channels, such as Facebook,
proactive focus on sustainability.
Twitter, WhatsApp, etc.
Industry: Other
The solution Primary project location: Netherlands
TCS developed chatbots using Google Dialogflow to respond to
customer queries, collect missing data, provide updates and status.
These natural language chatbots are available to customers in multiple
languages, messaging channels and voice assistants. For this project,
a total of 8 AI engines were deployed to handle close to 150K
questions per month.
About Tata Consultancy Services
The results Deutschland GmbH
The system made it possible to employ elastic-servicing operations TCS is an IT service, consulting & business
that handle expansive increases in volume during major disruption solutions organization that has partnered with
events during last years. Benefits achieved include delegating the global businesses in their transformation for over
servicing to Chatbots; thereby, utilizing human effort where it is 50 years
needed most. And, a 3X increase in the number of users was
achieved creating exponential customer value.

TCS’ design and deployment of the new social media

servicing platform, leveraging Google Cloud’s
Products
capabilities, has enabled KLM to realize a 4X increase
Google Cloud Platform
in the handling of messages and a 3X increase in the
number of users, which has created exponential
customer value.