Nick joins me to share his learnings on scaling an AI practice to extraordinary heights.
Nick Allgaier is the Product Manager for Digital Assistants and Conversational AI at Lufthansa Group, and has taken the Lufthansa AI program from zero to 10 million interactions per year over chat, with more than 1 million interactions per year on voice.
We cover Lufthansa’s journey and where it all began, right through to how it’s operating at scale today. You’ll learn how Lufthansa is utilising generative AI and the specific use cases it’s working well for, with some of the numbers to back it up. You hear about Nick’s Golden Triangle for conversational AI use case selection and how missing any one of those crucial ingredients leaves you destined to fail. You’ll also learn Nick’s 5-step process that ensures customer experience excellence and the crucial role AI plays in that (and it’s not what you think). Finally, you’ll learn how to operate an AI service that spans multiple brands and languages.
Lufthansa is Europe’s biggest airline from a revenue generation perspective, second biggest in terms of numbers of passengers carried, and 4th in the world in terms of revenue. It houses Lufthansa, SWISS, Discover, Eurowings, Austrian, Brussels airlines and has over 60,000 staff. Getting an AI programme off the ground in an organisation of this size requires a skill and a solid approach. We’ll cover all of that and more in this episode of VUX World.
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In this episode
00:00 Introduction
03:10 Welcome Nick
06:25 Where did Lufthansa begin?
12:33 Content approach
17:00 Where Gen AI can help
18:44 Summarisation
22:44 Using Gen AI to summarise
23:40 The scale Lufthansa is operating at
29:20 The framework from Alexa skills
34:29 The value of persona
40:18 Personality importance
40:10 Approach to customer needs
49:35 The challenge of AI systems
54:49 Business problems
58:30 Sub brands
1:08:39 Outro
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