AN AI-POWERED CUSTOMER INSIGHTS HUB FOR LUFTHANSA

Europe’s largest airline is now collecting data on customer experience centrally in a portal that enables advanced analysis using various specialized large language models. This allows Lufthansa to better tailor its offerings to the wishes and needs of its customers.

GOAL

Effectively utilizing customer-related data.

At the Lufthansa Group, Europe’s largest airline, the term “customer journey” can be taken quite literally. Throughout their travels, passengers come into contact with the company at countless touchpoints—from online booking to personal contact on board to subsequent customer surveys. All these interactions enable the Lufthansa Group to collect valuable information about what individual customers think or how they rate certain services.

In the past, transforming this information into valuable insights and distributing it across the company required time-consuming and labor-intensive manual analyses. To address this challenge, Lufthansa enlisted the help of TD Reply to develop a centralized portal that would streamline the processing and evaluation of data through automation.


CHALLENGE

Better understanding the needs, wishes, and pain points of passengers using generative AI.

SOLUTIONS

Advanced analytics and external data sources:

The new Customer Insight Hub developed by Lufthansa Group leverages advanced analytics to provide a deeper understanding of customer needs, preferences, and pain points. The portal centralizes the collection of all customer-related data, including ratings, and utilizes artificial intelligence to automate data analysis. By incorporating external data sources such as press reports and trend studies, the hub provides product and marketing managers across the company with comprehensive insights, enabling them to make data-driven decisions that improve the customer experience.

The chatbot interface of the Customer Insight Hub offers two convenient ways for users to access insights:

Predefined Prompts:

Users can quickly generate summaries on specific topics or obtain an overview of customer pain points and gains by utilizing prefabricated commands.

Open-ended questions:

Product and marketing managers can also ask the chatbot individual, custom questions to gain personalized insights into customers’ experiences with their services.