Lufthansa, Europe’s largest airline, is setting new standards in customer interaction with an innovative solution developed in collaboration with TD Reply Customer Insight Hub a. The portal enables sophisticated analytics using specialized Large Language Models (LLM) and delivers data-driven decisions to optimize the customer experience.
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The Lufthansa Group’s new Customer Insight Hub makes it possible to better understand customers’ needs, wants and pain points thanks to advanced analytics. In this portal, all customer-related information, such as reviews, is now collected centrally and analyzed automatically with the help of artificial intelligence. (Photo: Business Wire)
TD Reply is based on this strategic project generative AIto understand passengers’ expectations and desires and take the customer experience to a new level. Passengers come into contact with the company at countless touchpoints during their journey – from online booking to personal contact on the plane to the subsequent customer survey. These interactions provide the Lufthansa Group with valuable information about how customers rate the individual services and where improvements can be made.
TD Reply’s Customer Insight Hub centrally collects customer-related information and evaluates it automatically. A highlight of the solution is the AI-supported analysis using a Large Language Model (LLM). The model replaces the manual review of customer reviews, automatically assigns them to topic areas, determines customer sentiment and summarizes the results. The combination of qualitative and quantitative data offers a holistic view of the customer experience.
The integration of external data sources such as press reports, Google reviews and trend studies also helps product and marketing managers to gain a comprehensive company-wide overview. Using predefined commands (so-called prompts), managers can create summaries on specific topics or an overview of customer pains and gains. Alternatively, they can ask a chatbot individual questions and thus gain insights into the customers’ experiences. By incorporating previously unused data sources, Lufthansa accesses a central, company-wide source of information and can tailor its services perfectly to the needs of its customers.
Philipp Schilchegger, Head of Customer Insights at Lufthansa, summarizes: “The Customer Insight Hub as a central point of contact for comprehensive company data facilitates internal collaboration and decision-making. Thanks to the partnership with TD Reply, we have a modern, data-driven basis to continuously improve our services to improve, create an optimal customer experience and thus retain our customers in the long term.”
Reply
Reply [EXM, STAR: REY] specializes in the conception and implementation of solutions based on new communication channels and digital media. With a network of highly specialized companies, Reply defines and develops business models enabled by AI, big data, cloud computing, digital media and the Internet of Things. Reply offers consulting, system integration and digital services for companies in the areas of telecommunications and media, industry and services, banking and insurance as well as public administration. www.reply.com
TD Reply
TD Reply specializes in consulting on data-driven innovation services and marketing. TD Reply takes a data-driven and action-oriented approach to driving organizational change. At our locations in Berlin, Munich and Beijing, developers, analysts, designers, consultants, visualizers and futurologists use data to make companies more customer-oriented and to close the gaps between product development, communication and sales. https://www.tdreply.de
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