chatbots on bluemix, lufthansa’s approach to new customer channels for best prices and service
TRANSCRIPT
lufthansagroup.com
Digital Transformation:Session DES-5199Chatbots on Bluemix – Lufthansa’s Approach to New Customer Channels for Best Prices and Service
Ivonne Engemann, Deutsche Lufthansa AGIBM InterConnect 2017 Conference
Digital Transformation DES-5199Ivonne Engemann, Lufthansa German Airlines
Ivonne EngemannLufthansa German AirlinesIT Project ManagerSales & Digital Customer Experience
Product Owner Chatbots @ Lufthansa Group
Developer
Page 1
About the Lufthansa Group
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
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.
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 3
How our customers perceive Lufthansa today
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 4
We need to go where our customer is
“Mildred, I would like to visit the Eiffel
tower in May”
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 5
Messenger ServicesInstant messaging, e.g. WhatsApp, iMessage, Skype,Facebook Messenger
ChatbotComputer program which conducts conversation via auditory or textual methodsMakes use of Natural Language Processing (NLP)
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 6
Mildred lives in Facebook Messenger and helps with Best Price Search
Digital Transformation DES-5199Ivonne Engemann, Lufthansa German AirlinesPage 7
booking classes
knows airport codes
understands landmarks
very fast and friendly
handover to booking
knows holidays
speaks German and Englishbased on best price search
forgives typing errors
remembers preferences
What is Mildred capable of?
© One
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 8
Mildred is built on a mashup of APIs
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 9
Mildred deployed in the IBM Bluemix Cloud
compose
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 10
“Natural Language” covers a wide range
I want to fly to New York on first Tuesday in May starting from Frankfurt
and returning on Memorial Day. In premium eco if possible
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 11
Natural Language Processing: intents & entities
location:destination
location:origin
datetime
intent
datetime:return
cabinclass
RequestPrice
Frankfurt
New York
05/02/2017 00:00:00
05/29/2017 00:00:00
Premium Economy
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 12
We listen to our customers to understand their language
“Premium Economy Class”
“PEY”
“Economic Plus”
“in Y+”
“premium eco”
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 13
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?
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 14
Journey to Digital Transformation
Agile development
Small autonomous team
Cross-domain responsibility
DevOps
Fail-fast and adapt
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 15
Listen to your customers – establish feedback loops and enhance the service permanently
Embrace “Everything-as-a-service” – build for resilience, not robustness
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
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 16
Lufthansa Chatbots – Outlook
New search and service options
Improve accurateness
Chatbots could become an ubiquitous service for the Lufthansa Group
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 17
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
Ivonne Engemann, Lufthansa German AirlinesDigital Transformation DES-5199
Page 18
http://ibm.co/2n1KXt2