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KLM Sees Passengers Switching From Apps To Chat

  • The Drum, Monday, April 18, 2016 7:14 AM

KLM is turning to chat bots to provide interaction that is intuitive and more natural to customers. "Business is moving away from company apps," Gert Wim ter Haar, social media hub manager at KLM, said at the DMWF conference in Amsterdam this week. "We're seeing a strong shift in customers preferring [chat] apps rather than sending that public tweet or message. It's more personal."

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