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.
This strategic project sees TD Reply harnessing the potential of generative AI to understand the expectations and preferences of travellers, 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 synthesizing 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".