Podcast: Lufthansa On Leveraging AI To Remedy Customer Pain Points

AI can be very cool. But is it actually elevating the experience for your agents and customers?



CCW Digital
07/02/2018

New technology, including that within the realm of artificial intelligence, can be very exciting and flashy.

The best businesses are not, however, distracted by that flash.  They implement new tools with a purpose.

That is the mindset at Lufthansa.  After winning an internal battle to trial AI in the customer service space, product development director Martin Sassenfield focused on identifying and reducing customer pain points.  The effort was successful, and Lufthansa is now using the data and tools developed during the initial launch to aid other parts of the organization.

Sassenfield discusses the notion of innovating with a purpose in the latest CCW Digital Podcast.