Diese Präsentation wurde erfolgreich gemeldet.
Wir verwenden Ihre LinkedIn Profilangaben und Informationen zu Ihren Aktivitäten, um Anzeigen zu personalisieren und Ihnen relevantere Inhalte anzuzeigen. Sie können Ihre Anzeigeneinstellungen jederzeit ändern.

Lufthansa Group Chatbots - Der Weg in einen neuen Kundenkanal

223 Aufrufe

Veröffentlicht am

Ivonne Engemann
Lufthansa Group
Die digitale Zukunft des Kundenservice, Frankfurt/Main
4. Management Circle Strategietagung
08.10.2019

Veröffentlicht in: Präsentationen & Vorträge
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Antworten 
    Sind Sie sicher, dass Sie …  Ja  Nein
    Ihre Nachricht erscheint hier
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Antworten 
    Sind Sie sicher, dass Sie …  Ja  Nein
    Ihre Nachricht erscheint hier
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Antworten 
    Sind Sie sicher, dass Sie …  Ja  Nein
    Ihre Nachricht erscheint hier
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Antworten 
    Sind Sie sicher, dass Sie …  Ja  Nein
    Ihre Nachricht erscheint hier
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Antworten 
    Sind Sie sicher, dass Sie …  Ja  Nein
    Ihre Nachricht erscheint hier

Lufthansa Group Chatbots - Der Weg in einen neuen Kundenkanal

  1. 1. lufthansagroup.com Lufthansa Group Chatbots
 Der Weg in einen neuen Kundenkanal
 Ivonne Engemann
 08.10.2019 Die digitale Zukunft des Kundenservice, Frankfurt/Main
  2. 2. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Ivonne Engemann
 Deutsche Lufthansa AG
 
 IT Projekt Manager
 Sales & Digital Customer Experience
 
 Product Owner
 Lufthansa Group Service Chatbot
 
 Im Herzen: Entwickler Oktober 2019, Ivonne Engemann !2
  3. 3. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Lufthansa Group: Zahlen, Daten, Fakten 343Ziele 
 15,415 Flüge pro Woche 197Ziele 
 3,988 Flüge pro Woche Geschäftsfelder … und mehr 130,000 Mitarbeiter 28+ Millionen registrierte Kunden
 (Miles & More) Oktober 2019, Ivonne Engemann !3
  4. 4. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Alles begann Mitte 2016 mit einer Idee… Oktober 2019, Ivonne Engemann !4
  5. 5. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal „Mildred, ich würde gerne mal den Eiffelturm sehen“ Oktober 2019, Ivonne Engemann !5
  6. 6. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Ein Leuchtturm-Projekt war geboren… #agile #feedback #customerCentric #cloud #payPerUse #APIfirst #chatbot #socialMedia #AI #lean #innovation Oktober 2019, Ivonne Engemann !6
  7. 7. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal • „Pain Points“ des Kunden adressieren • Self Service statt Warteschleifen • Call Center Kosten reduzieren • Ausbau der Social Media Strategie • Gruppen-Projekt für alle 3 Hub Airlines „Die Lufthansa Group braucht einen Service Chatbot!“ Oktober 2019, Ivonne Engemann !7
  8. 8. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Ein neuer Self-Service Kanal wurde geschaffen Oktober 2019, Ivonne Engemann !8
  9. 9. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Nelly, Maria und Elisa antworten auf Service-Fragen Oktober 2019, Ivonne Engemann !9 http://swiss.com/bot
 http://austrian.com/bot http://lh.com/bot
  10. 10. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Hilfe bei Flugunregelmäßigkeiten mit Self-Rebooking Oktober 2019, Ivonne Engemann !10
  11. 11. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Ein geführter Dialog unterstützt den Kunden Optionen Beispiele Klar & Prägnant Oktober 2019, Ivonne Engemann !11
  12. 12. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal ... und berücksichtigt den aktuellen Kontext Oktober 2019, Ivonne Engemann !12
  13. 13. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Weiterführende Antworten ermitteln über AI und APIs Oktober 2019, Ivonne Engemann !13
  14. 14. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Passende Optionen halten das Gespräch am laufen Oktober 2019, Ivonne Engemann !14
  15. 15. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Übergabe an Agenten erfolgt auf Wunsch ohne Kanalbruch Oktober 2019, Ivonne Engemann !15
  16. 16. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Erfolg zeigt sich in Zahlen und durch positives Kunden-Feedback Oktober 2019, Ivonne Engemann !16 «Dear Elisa, this conversation was fantastic! I was really worried regarding this cancellation on Sunday evening, only 10 hours before my flight. Your Customer Service was perfectly adequate to perform a new rebooking in about 10 minutes!» «Wonderful Service! Avoided standing in a queue for a long time» «Rebooking options are shown very clearly and it has very helpful information. This made it so easy to self-rebook after my flight cancellation. Excellent Service» 20% + of IRREG affected passengers used chatbot in best week (LX)
  17. 17. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Feedback als Quelle für kontinuierliche Weiterentwicklung How many bags are allowed on a flight to 
 New York for a senator? Is my bag loaded on my connecting flight? I don’t want to fly anymore. How do I get a refund? How do I get a 
 hotel voucher? Oktober 2019, Ivonne Engemann !17
  18. 18. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Der Funktionsumfang wächst stetig… Oktober 2019, Ivonne Engemann !18
  19. 19. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Aber es gibt noch viel zu lernen… Oktober 2019, Ivonne Engemann !19
  20. 20. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Hören Sie auf Ihre Kunden – etablieren Sie Feedback-Schleifen Starten Sie mit „API First“ – nur APIs ermöglichen wertvollen Inhalt Anfangen ! – lernen Sie auf dem Weg - zusammen mit Ihren Kunden Neues Markenverständnis – Bots ermöglichen es, etwas über die tatsächlichen Bedürfnisse unser Kunden zu erfahren Key Learnings & Takeaways Rechtzeitig IT Security & Legal mit ins Team holen Oktober 2019, Ivonne Engemann !20
  21. 21. Lufthansa Group Chatbots – Der Weg in einen neuen Kundenkanal Lufthansa Chatbots – wie geht es weiter? Ausbau als vollwertiger Service-Kanal Mehr Use cases & Kanäle in Planung linkedin.com/in/ivonne-engemann Platform für interne und externe Bots Oktober 2019, Ivonne Engemann !21 austrian.com/bot lh.com/bot swiss.com/bot

×