| Title | KLM BB |
| Brand | KLM ROYAL DUTCH AIRLINES |
| Product/Service | KLM BB |
| Category |
E05. Advanced Learning Technologies |
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Entrant
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CODE D'AZUR Amsterdam, THE NETHERLANDS
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Idea Creation
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CODE D'AZUR Amsterdam, THE NETHERLANDS
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Credits
| CODE D'AZUR |
CODE D'AZUR |
Digital Creative Agency |
Describe the creative idea
KLM continually aims to showcase its innovative thinking by proving that KLM is the service leader in passenger aviation. The recent rise of Artificial Intelligence and voice driven assistants (Google Assistant, Amazon Alexa, Apple’s Siri) has given new meaning to this mantra. It opens up new ways to service the customer even better.
Together with KLM we took on the challenge of taking this vision into the era of automation and machine learning. We set up a solid base to further develop, improve and grow KLM’s service bot BB (that's short for Blue Bot), the latest member of the KLM service family. Just like her 300 human colleagues, she's dedicated to provide customers with the best possible service. You can meet BB on Messenger, Google Assistant and Google Home. BB continuously evolves to offer more services via different channels and will be able to assist you throughout your entire journey.
Describe the execution
In four months time we built a revolutionary A.I.?, not just another chatbot. BB is coded from the ground up to be fully platform independent. So the intelligence can be applied to different services in different situations. BB is an entity that gets to know you, becomes smarter with every interaction and is relevant on different channels. BB is a self-learning system, adaptable to almost any device or channel in the near future. BB has her own professional, helpful and friendly character, but can also be a bit cheeky from time to time. Aside from that, she’s always eager to learn more in order to be of better service to you.
On Facebook Messenger, BB allows you to book a ticket in a conversational way. Making this as easy as having a chat with a friend or travel agent. On the Google Home on the other hand, we gave BB a voice and started helping with something more relevant in a domestic environment: packing your bag. In the near future BB will offer more services like helping you find a holiday destination. Or help you catch your flight on time.