The Dutch pioneering spirit that is so characteristic of KLM is reflected in their use of innovative technology, such as voice-activated systems. The technology itself is not of prime importance, but rather the extent to which it makes life easier for passengers before, during and after their flight. By experimenting with the possibilities, KLM aims to remain an innovative leader offering the very best passenger experience.
“We want to be where our customers are. Amazon is an important player in voice technology, both in the US and internationally. For us, it is a logical step to develop a voice service for Amazon Alexa as well,” says Pieter Groeneveld, Senior Vice President Digital Air France-KLM.
In keeping with KLM’s aim to offer its customers the ultimate travel experience using digital innovation, the airline launched four services for Dutch-speaking customers on Google Home in 2018. Two services being completely new and complement two existing KLM voice services, all of which were developed using artificial intelligence and KLM technology.
Travel guide – The first service helps travellers find a suitable travel destination based on the flight duration, budget, travel date, and travel theme they want. Based on a short dialogue, KLM offers customers three suitable destinations, including a brief description of each one. Following that, customers immediately receive the current ticket prices via a link on their mobile phones.
Departure planner- Using the second service, KLM tells customers at what time they have to be at Schiphol before departure. This uses a technical connection to Schiphol’s systems (API). The departure planner also advises customers about what time they should leave home, whether by car or public transport.
Searching for flights and help with packing – One of the existing KLM voice services on Google Home helps customers search for and book flights. Furthermore, KLM already provides its customers with personal advice about how to pack their baggage based on their destination, trip duration, and the local weather forecast.
“Consumers are finding and using more and more voice-activated systems in their daily lives. Smart speakers are conquering the world even faster than smartphones. In keeping with our pioneer spirit, we are presenting the latest advances in voice control to remain at the forefront of service worldwide and make travel as easy as possible for our customers,” Groeneveld adds.
For 100 years, KLM has been a pioneer in the airline industry and is the oldest airline to still be operating under its original name. KLM aims to be the most customer-focused, innovative and efficient airline in Europe, offering reliable service and top-quality products.
KLM carried a record 34.1 million passengers in 2018, offering its passengers direct flights to 162 destinations with a modern fleet of more than 214 aircrafts. The airline employs a workforce of more than 33,000 people worldwide. The KLM network connects the Netherlands with all of the world’s key economic regions and is a powerful engine driving the Netherlands’ economy. KLM will be the first airline in the world celebrating its one hundred anniversary.