REPLY: Lufthansa Elevates Customer Experience With TD Reply’s AI-enhanced Analytics Platform
21 Fevereiro 2024 - 5:30AM
Business Wire
Lufthansa, one of Europe’s leading airlines, has embarked on a
transformative journey to redefine customer engagement with the
launch of an innovative Customer Insight Hub developed in
collaboration with TD Reply. This cutting-edge portal enables
advanced analytics leveraging specialised Large Language Models
(LLM), to empower data-led strategies that refine the customer
journey and ultimately optimise the customer experience.
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The Lufthansa Group's new Customer
Insight Hub makes it possible to better understand the needs,
wishes and pain points of customers thanks to advanced analyses.
All customer-related data like reviews, for example, is now
collected centrally in this portal and is analyzed automatically
with the help of Artificial Intelligence. (Photo: Business
Wire)
This strategic project sees TD Reply harnessing the potential of
generative AI to understand the expectations and preferences
of travelers, thereby elevating the customer experience to a new
level. Lufthansa’s countless interaction points with passengers,
spanning from online reservations to in-flight engagement and
post-travel feedback, provide valuable data to enhance service
benchmarks.
At the heart of this initiative lies TD Reply's Customer Insight
Hub, an automated nexus for the collection and analysis of
customer-related information. The hub boasts an AI-based analytics
engine using LLM that streamlines the assessment of customer
feedback, automatically classifying it by topic, analysing the
sentiment and synthetizing comprehensive customer satisfaction. The
combination of qualitative and quantitative data provides a
holistic view of the customer experience.
Moreover, the Customer Insight Hub’s integration with external
data sources, such as media coverage, Google reviews, and market
research, equip product and marketing managers with a comprehensive
view of Lufthansa’s operational landscape. Utilising an array of
predefined prompts, managers can command the system to generate
summaries on specific topics or reports on customer acquisition and
financial upturns. A conversational chatbot further enhances the
platform allowing managers to do bespoke inquiries to deepen the
understanding of consumer experiences. Incorporating previously
untapped data sources consolidates a unified, enterprise-level
knowledge repository, enabling Lufthansa to fine-tune its offering
with customer needs.
Philipp Schilchegger, Head of Customer Insights at Lufthansa,
concluded: "As a single point of access to comprehensive company
data, the Customer Insight Hub facilitates internal collaboration
and decision-making. Thanks to the partnership with TD Reply, we
have a modern, data-driven basis for continuously improving our
services, creating an optimal customer experience and thus
retaining our customers in the long term".
Reply Reply [EXM, STAR: REY] specialises in the design
and implementation of solutions based on new communication channels
and digital media. As a network of highly specialised companies,
Reply defines and develops business models enabled by the new
models of AI, big data, cloud computing, digital media and the
internet of things. Reply delivers consulting, system integration
and digital services to organisations across the telecom and media;
industry and services; banking and insurance; and public sectors.
www.reply.com
TD Reply TD Reply is specialized in consulting around
data-driven innovation services and marketing. TD Reply follows a
data-based and implementation-oriented approach to drive
organizational change. At its locations in Berlin, Munich and
Beijing, developers, analysts, designers, consultants, visualizers
and futurologists use data to make companies more customer-oriented
and close the gaps between product development, communication and
sales. www.tdreply.de/en/
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version on businesswire.com: https://www.businesswire.com/news/home/20240221817904/en/
Media contact
Reply Fabio Zappelli f.zappelli@reply.com Phone
+390117711594
Sandra Dennhardt s.dennhardt@reply.com Phone +49 170 4546229
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