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News : IBM Watson Helps Lufthansa Group Optimize Its Customer Service

#contactcenterworld, @ibm

Armonk, NY, USA and Ehningen, Germany, Oct. 29, 2019 -- IBM (NYSE: IBM) and the Lufthansa Group have joined forces to establish the Lufthansa AI Studio, a collaboration that will use artificial intelligence (AI) to help address the airline's business challenges, such as improving customer service.

Leveraging the IBM Garage method, the Lufthansa AI Studio's interdisciplinary team consists of IBM Services professionals with expertise working side by side with Lufthansa employees to test new AI-based business ideas and services suitability, implement them in pilot projects, and roll them out within the company.

Focusing on better customer service with the AI Studio

The AI Studio is simultaneously working on different solutions for various departments within Lufthansa Group with a focus on applications for sales, customer service and operational areas.

"As airlines look to optimize operations and enhance customer experiences, we're seeing a continued progression of technology deployment to create solutions that deliver a powerful combination of data and technology. Airlines, like Lufthansa, are applying AI to sift through vast amounts of customer data to solve problems and more quickly respond to their passengers' needs," said Dee Waddell, Global Managing Director, Travel & Transportation, IBM. "Through the IBM Garage, a unique co-creation experience, IBM experts and Lufthansa employees are working together to develop AI solutions that can rapidly move from a new idea to adoption across the airline, putting data driven insights at the fingertips of employees to help better serve customers. The Lufthansa AI Studio demonstrates the airline's continued commitment to driving innovation and creating exceptional customer experiences."

"In the aviation industry, we're in a highly competitive environment," says Mirco Bharpalania, Senior Director Data, Analytics, Business Intelligence and Middleware at Lufthansa Group. "Our premium strategy and our service promise to our customers set us apart from the competition in a positive way. We're convinced that the use of modern technology allows us, for one, to even further enhance our customers' experience and, second, to put our employees in the position to always be able to make the right decisions, as they have easy access to the information they need, at the right time and in the right form. We recognised early that AI solutions give us an advantage in the continuing development of our service and business models. For that reason, we founded the Lufthansa AI Studio jointly with IBM. The success of the first AI projects shows that the very close and agile collaboration with our partner can result in true innovation that decisively assists us in our ongoing strategic development."

The contract was signed in the first quarter 2019.

#contactcenterworld, @ibm

Posted by Veronica Silva Cusi, news correspondent

About IBM:
Company LogoWith more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wide range of devices from the world’’s most powerful computers to the smallest cell phones.
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Today's Tip of the Day - Environmental Considerations

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Published: Wednesday, October 30, 2019

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