- Social media have revolutionized the way companies customer service business changed dramatically. KLM wants to continue in it and will eventually also serve customers via Facebook Messenger , the instant messaging service of the social network. This was reported by Wired.
Facebook has long been engaged in developing a commercial version of Messenger. This artificial intelligence takes over a part of the work. As KLM , after booking a flight the required information if required send via Messenger. Also updates are given here , as when changing a flight time or departure gate. The advantage of a chat program is of course that there is traffic on both sides, so the customer must also be able to arrange things via Messenger. For example, a flight must be rebooked.
If artificial intelligence is not sufficient, an employee can be switched in the same chat window picks up the call and the customer further help. It is not yet known when the Messenger integration is part of the KLM customer service offer.