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KLM's Innovative Booking and Packing Bot 'BB' Powered by Dialogflow
适用行业
- 包装
- 运输
用例
- 智能包装
挑战
荷兰皇家航空是一家每年为超过 3000 万名乘客提供服务的全球航空公司,在为客户提供个性化且便捷的预订体验方面面临着挑战。平均客户每年乘坐荷航航班 1.4 次,其中许多客户不会下载航空公司的移动应用程序来预订航班。荷航希望为这些客户创建一个新的切入点,为使用语音或文本进行对话互动提供机会。目标是为与客户的对话带来温暖和个性,从而增强整体客户体验。
关于客户
荷兰皇家航空是仍以其原名运营的历史最悠久的全球航空公司。荷航成立于 1919 年,总部位于阿姆斯特丹,每年为超过 3000 万名乘客提供服务,运营着 200 多架飞机,飞往全球 163 个目的地。它也是荷兰第三大私人雇主。荷航客户平均每年乘坐该航空公司的航班 1.4 次。荷航致力于提升客户体验,为客户提供个性化、便捷的服务。
解决方案
荷航决定利用人工智能和自然语言理解 (NLU) 的力量为其客户创造对话体验。在测试了多个平台后,他们选择了 Dialogflow,因为它具有强大的 NLU 功能以及开发人员的易用性。荷航的第一个项目是 Facebook Messenger 的预订机器人,于 2017 年 9 月推出,名为“BB”(Blue Bot)。 BB 被设计为女性、乐于助人、友好、专业,甚至有点急躁。客户可以通过 Messenger 进行预订,BB 会在其中询问目的地、航班日期和其他详细信息。整个预订过程,包括付款和确认,都可以在对话式应用程序上完成。如果 BB 无法回答查询,由于与荷航 CRM 系统的集成,对话可以轻松地由人工代理接管。几个月后,荷航推出了针对 Google Assistant 的打包服务,BB 可以根据客户的目的地和停留时间指导他们打包什么。
运营影响
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