Lufthansa’s Approach to New Customer Channels for Best Prices and Service
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Ivonne Engemann Lufthansa Group Chatbot Summit, Berlin 2017
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Lufthansa’s Approach to New Customer Channels for Best Prices and Service
- 1. lufthansagroup.com Lufthansa’s Approach to New Customer Channels for Best Prices and Service Ivonne Engemann, Lufthansa German Airlines Chatbot Summit, Berlin 2017
- 2. Ivonne Engemann, Lufthansa German Airlines Ivonne Engemann Lufthansa German Airlines IT Project Manager Sales & Digital Customer Experience Product Owner Chatbots @ Lufthansa Group Developer Page 1
- 3. About the Lufthansa Group Ivonne Engemann, Lufthansa German Airlines 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.
- 4. Ivonne Engemann, Lufthansa German Airlines Page 3 Lufthansa Chatbots – approaching a new channel focusing on customer centricity Rethink how to address today’s customer demands Personalized services – no more “one size fits all” Exploring new ways – embracing trial and error methods
- 5. Ivonne Engemann, Lufthansa German Airlines Page 4 How our customers perceive Lufthansa today
- 6. Ivonne Engemann, Lufthansa German Airlines Page 5 We need to go where our customer is “Mildred, I would like to visit the Eiffel tower in May”
- 7. Ivonne Engemann, Lufthansa German Airlines Page 6 Mildred lives in Facebook Messenger and helps with Flight Search
- 8. Ivonne Engemann, Lufthansa German Airlines Page 7 Booking Classes knows 3-Letter-Codes understands Landmarks very fast and friendly Handover to Booking knows Holidays speaks German and English based on Best-Price-Search forgives typing errors remembers Preferences What is Mildred capable of? © One
- 9. Ivonne Engemann, Lufthansa German Airlines Page 8 “Natural Language” covers a wide range
- 10. Ivonne Engemann, Lufthansa German Airlines Page 9 We listen to our customers to understand their language “Premium Economy Class” “PEY” “Economic Plus” “in Y+” “premium eco”
- 11. Ivonne Engemann, Lufthansa German Airlines Page 10 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?
- 12. Ivonne Engemann, Lufthansa German Airlines Page 11 Listen to your customers – establish feedback loops and enhance the service permanently Embrace “Everything-as-a-service” – without APIs no chatbot 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
- 13. Ivonne Engemann, Lufthansa German Airlines Page 12 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
- 14. Ivonne Engemann, Lufthansa German Airlines Page 13 Mildred is built on a mashup of APIs