Google Home is a smart speaker and enables users to give voice commands to interact with services. BB, short for Blue Bot, is KLM’s service bot that supports passengers with a smart interactive voice-driven packing list. The service starts by asking for KLM on Google Home. The service is also available on devices that support Google Assistant. In the near future, customers will also be able to send a reminder list via Google Home to their preferred social media channel, in case they are not able to pack specific items instantly, including possible visas that need to be arranged.
KLM’s service bot BB draws from artificial intelligence resources connected through combining KLM and external technology. She is self-learning and has her own personality: helpful, friendly, professional and edgy. By using her more, she becomes smarter and more personalized. BB started in September 2017, offering KLM customers the option of booking a ticket via Messenger in a conversational way. As of today, the voice-driven pack assistant provides a second service. In the coming period, BB will be able to offer more services through different social media channels.
KLM asked several influencers to test KLM’s smart pack assistant on Google Home. Here are their experiences: