Lufthansa, a leading European airline, is revolutionizing customer engagement through the introduction of an innovative Customer Insight Hub in collaboration with TD Reply. This groundbreaking portal leverages advanced analytics powered by specialized Large Language Models (LLM), enabling data-driven strategies that enhance the customer journey and optimize overall satisfaction.
TD Reply’s strategic use of generative AI in this project aims to understand travelers’ expectations and preferences, taking the customer experience to new heights. Lufthansa’s extensive touchpoints with passengers, spanning from online reservations to in-flight interactions and post-travel feedback, provide valuable data for refining service benchmarks.
At the core of this initiative is TD Reply’s Customer Insight Hub, serving as an automated hub for collecting and analyzing customer-related information. The AI-based analytics engine, utilizing LLM, efficiently categorizes customer feedback, analyzes sentiment, and synthesizes comprehensive customer satisfaction reports. The integration of qualitative and quantitative data provides a holistic view of the customer experience.
The Customer Insight Hub’s integration with external data sources, including media coverage, Google reviews, and market research, equips product and marketing managers with a comprehensive view of Lufthansa’s operational landscape. Managers can command the system to generate summaries or reports on specific topics, fostering a data-driven decision-making process. A conversational chatbot further enhances the platform, allowing managers to make bespoke inquiries to deepen their understanding of consumer experiences. The consolidation of previously untapped data sources creates a unified, enterprise-level knowledge repository, enabling Lufthansa to align its offerings with customer needs.
Philipp Schilchegger, Head of Customer Insights at Lufthansa, emphasized, “The Customer Insight Hub serves as a single point of access to comprehensive company data, facilitating internal collaboration and decision-making. Thanks to our partnership with TD Reply, we now have a modern, data-driven foundation for continuously improving our services, creating an optimal customer experience, and retaining customers in the long term.
Reply
Reply specializes in the design and implementation of solutions based on new communication channels and digital media. As a network of highly specialized 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 specializes 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.