Together with KLM we took on the challenge of taking this vision into the era of automation and machine learning. We set up a solid base to further develop, improve and grow KLM's A.I. service bot BB (that's short for Blue Bot), the latest member of the KLM service family. Just like her 300 human colleagues, she's dedicated to provide customers with the best possible service. You can meet BB on Messenger (where she can help you book a ticket) and Google Assistant (where she can help you pack your bag). BB continuously evolves to offer more services via different devices and channels and will be able to assist you throughout your entire journey.

In four months we built a revolutionary A.I. (not just another chatbot). An entity that gets to know you and grows smarter with every interaction. BB is a self-learning system adaptable to almost any device or channel, now and in the near future. She's connected to both internal and external APIs. BB has her own professional, helpful and friendly character, but she can also be a bit cheeky from time to time. Just like just like her other human colleagues.

On Facebook Messenger, BB allows you to book a ticket in a conversational way. Making this as easy as having a chat with a friend or travel agent. On the Google Home on the other hand, we gave BB a voice and started helping with something more relevant in a domestic environment: packing your bag. And that's not all: in the near future BB will expand her services in various channels.

With BB we launched a solid, future proof framework to venture A.I. Nowadays BB sends out over 10.000 messages every week all about booking a flight. . Currently we are optimizing BB to compare flights and suggest even better alternatives if a requested flight isn't available.

Since the release of BB on Google Assistant to help you pack your bag, the service has an average of 2,600 monthly conversations. The Action is rated 4 out of 5 stars on average. With 42% 5 star ratings. Ratings have improved by +200% because of our continuous improvements (currently working on the third release). The most popular destinations KLM Pack Assistant was used for were Amsterdam, Lanzarote and Tokyo.