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KLM Launches New Google Assistant 
Voice-driven Service

KLM Launches New Google Assistant 
Voice-driven Service

KLM is launching its latest service on the Google Assistant. Customers can now use voice commands to search easily for KLM flights. The service is available in English and Dutch. KLM is one of the first companies in the world to offer a service on this voice-activated platform in more than one language.

KLM’s smart assistant BB, known as Blue Bot, helps customers find a suitable KLM flight. Once the desired flight has been found, BB sends the customer a link that takes them straight to klm.com where they can book the flight directly.

“Voice control will rapidly change the world,” said Pieter Groeneveld, Senior Vice President Digital, Air France-KLM. “Consumers are discovering and using voice applications more and more in their everyday lives. KLM wants to be present on the platforms where its customers are and that automatically means a platform like the Google Assistant. Providing the option to search for flights using voice commands in multiple languages is the next strategic step. In the interest of KLM’s passengers, and in line with our pioneering spirit, we are already looking forward to new voice applications. We aim to remain the frontrunner in online services worldwide.”

BB Service

KLM’s Blue Bot is based on artificial intelligence, which is linked to a combination of KLM and external technologies. BB is self-learning and has her own personality: helpful, friendly, professional, and edgy. The more you use her, the smarter and more personal she becomes. BB was already able to assist with the booking of a ticket through Messenger (in English) and the packing of a suitcase on the Google Assistant (in English). Now she can be used to search for a flight with the Google Assistant in English and Dutch.

BB will offer more and more services on this voice-activated platform and other social media channels in the coming period.

Phased Roll-out

The Dutch Google Assistant will be rolled out in phases by Google. This assistant helps users find answers more quickly – hands free – and to get things done faster. The Dutch version is currently only available for the Google Assistant on smartphones and tablets. This will later be expanded to include other mobile devices such as Google’s speaker, the Google Home. The English language version has already been around for some time.

KLM on Social Media

Since 2009, KLM has gained a reputation as pioneer in the field of social media services and campaigns. KLM has over 25 million fans and followers on various social media platforms. Through these channels, KLM receives over 180,000 mentions every week, 35,000 of which are questions or remarks. These are personally answered by more than 300 service agents, who form the world’s largest and dedicated social media team.

On WhatsApp, Facebook, Messenger, Twitter, WeChat and KakaoTalk, KLM offers its customers 24/7 service in nine different languages: Dutch, English, German, Spanish, Portuguese, French, Chinese, Japanese and Korean. During office hours, seven days per week, KLM also offers services in Italian. KLM was the first airline in the world to offer passengers the option of receiving their flight documents and status updates on WhatsApp, Messenger and Twitter. It was also the first Western airline to offer this on the Chinese platform WeChat.

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NEIL STEEDMAN has been a trade journalist, copywriter, editor and proofreader for 52 years, and News & Features Editor for ‘Irish Travel Trade News’ for the past 42 years.

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