KLM: 50% of Social Inquiries Automated on Messenger

KLM Royal Dutch Airlines pioneered AI-based service via Facebook Messenger, and later expanded to WhatsApp and other channels.

With 130,000+ mentions weekly across social platforms, KLM needed a solution that could scale with its growing demand. By integrating a machine learning assistant from DigitalGenius, the airline now automates:

• 50%+ of all social media customer inquiries
  
  

• Online boarding pass delivery (15%) via Messenger
  
  
  

• Smart routing to human agents when needed
  
  
  

• Real-time support with personalized updates
  
  
  

“The AI suggests responses to agents, learns from them, and increasingly handles queries independently,” KLM reports.

Thanks to automation, KLM agents now focus on higher-value interactions, while bots resolve common requests—boosting their Messenger NPS by 5 points above target.

🧳 Iberia: WhatsApp Chatbot Scaling to 450,000+ Messages

Iberia, part of the Lufthansa Group, built a multilingual virtual assistant — IBot — across WhatsApp, web, and smart speakers.

During COVID, IBot handled:

• 45,000+ daily queries on WhatsApp
  
  

• 72% automation success rate
  
  

• Flight changes, voucher requests, booking management
  
  
  

The same bot scaled to Facebook and Alexa, answering another 250,000+ messages across channels monthly with an 88% resolution rate.

This shift helped Iberia deflect surge traffic during the pandemic while maintaining brand trust.

🛬 easyJet: Turning WhatsApp into a Core Channel

easyJet turned to Hubtype to reimagine its support model around messaging.

Objectives:

• Deflect phone calls during travel disruptions
  
  
  

• Support multiple languages with automated translation
  
  
  

• Use bots for transactions (like adding baggage)
  
  
  

Key Results:

• 62% of queries resolved through automation
  
  

• 28% reduction in total call center volume
  
  

• 22% IVR-to-WhatsApp deflection
  
  

• 74% faster resolution for add-ons
  
  

This messaging-first strategy proved resilient during travel spikes, scaling efficiently across regions while reducing staff workload.

🌍 Global Trends: Airlines Investing Heavily in AI Messaging

The pandemic was a proving ground. Now, airlines are doubling down.

🛎️ Use Cases That Define the Future of Airline Service

These virtual agents not only cut support costs, they improve CSAT, reduce queue stress, and offer 24/7 multilingual support—without the need for an app download.

📈 Airlines Are Redefining Scalability with Conversational AI

Before, peak season meant hiring more agents. Now, it means training smarter bots.

The shift toward messaging-first service reflects today’s traveler expectations:

• Real-time answers on mobile
  
  

• Zero wait times
  
  

• Personalized updates without calling
  
  

With tools like WhatsApp, Facebook Messenger, and smart chat layers, airlines are creating consistent, efficient experiences at scale.

🧭 Takeaways: Why Messaging-First Airlines Are Winning

✈️ Final Thought

Messaging apps are no longer just marketing tools—they’re the new airline contact center.

Whether it’s a flight delay or a baggage issue, passengers now expect immediate support on WhatsApp or Facebook. And the airlines delivering that experience aren’t just meeting demand—they’re reducing cost, increasing loyalty, and setting new standards for service in the skies.

In the years ahead, conversational AI will continue to shape aviation—from boarding gates to booking flows.