Current scenarios say that artificial intelligence can enormously increase service performance in companies. The Lufthansa Group is also hoping for this scenario and is now using AI to support its employees with internal questions.
In cooperation with technology giant IBM, the Lufthansa Service Help Center is to be led into the future and support employees even with complex questions. Mirco Bharpalania, Head of Data Analytics at the Lufthansa Group, explains that the new AI solution contains answers to the question of how to check in a passenger with three surfboards.

“It’s about making the right information available at the right time”.

The system should be based on the IBM Watson solution. A joint development team is currently working on the new solution for Lufthansa’s internal employee communication.

The concept, which makes use of Watson’s artificial intelligence capabilities, focuses on other user scenarios, such as customer feedback in the call center for end customers. The partly unstructured data is analyzed with a combination of different cloud services from IBM and also made available in natural language.

While most companies use artificial intelligence in their end-customer communications, Lufthansa is taking the internal route and is gradually preparing its employees for the new technology, which will transform all areas of a company in a few years’ time.

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