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How KLM Uses Artificial Intelligence in Customer Service

Summary: For better or worse, airlines have treated social media as a critical customer service tool, catering to cranky travelers who tweet their gripes. That willingness has led to a deluge of issues for customer service to address — and created the need to automate it. Take Dutch airline KLM. In a typical week, KLM has to respond to 15,000 social conversations in a dozen different languages.
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