Lufthansa Director of Customer Services Product Development
Martin Sassenfeld join us and shares that "There was a big
battle between sales and service and who can do the first-use
cases, IT, business, etc.” He continues that customer service won
the internal battle.
"We won the chance to build our first-use case where we wanted
from customer experience side really sort of a customer pain
point. Not to make a use-case where you increase sale, but
where you really look into your customer services and where the
customer pain points are and to solve these problems with
artificial intelligence.” While Martin, his team and the
organization already consider the chatbot solution they’ve
implemented, artificial intelligence- it’s the self-learning
capabilities and analytics to come which "can identify
clusters of intents and customer pain points so they
can develop some dashboards and make the tool usable for
different roles in the organization."