Since September 2017, KLM customers have been able to book a ticket on KLM’s Messenger with the help of artificial intelligence.

KLM’s new service bot is called BlueBot (BB). BB helps customers in a conversational way to book a ticket without the intervention of a KLM agent. BB is self-learning and has her own personality: helpful, friendly, professional and edgy. She finds her footing in artificial intelligence connected to KLM technology, and is supported by 250 human service colleagues. Whenever she isn’t able to help customers further, she refers them to one of her human service colleagues. BB will soon be able to offer more services and be compatible with different digital channels, including voice.