2. Ivonne Engemann, Lufthansa German Airlines
Ivonne Engemann
Lufthansa German Airlines
IT Project Manager
Sales & Digital Customer
Experience
Product Owner
Chatbots @ Lufthansa Group
Developer
Page 1
3. About the Lufthansa Group
Ivonne Engemann, Lufthansa German Airlines
Page 2
Passenger transportation is the core business of the Lufthansa Group. The airlines Lufthansa, SWISS
and Austrian Airlines operate from the hubs in Frankfurt, Munich, Zurich and Vienna. In point-to-point
traffic, Eurowings is set to become number 3 in Europe.
4. Ivonne Engemann, Lufthansa German Airlines
Page 3
Lufthansa Chatbots – approaching a new
channel focusing on customer centricity
Rethink how to address today’s customer demands
Personalized services – no more “one size fits all”
Exploring new ways – embracing trial and error methods
10. Ivonne Engemann, Lufthansa German Airlines
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We listen to our customers to
understand their language
“Premium
Economy Class”
“PEY”
“Economic
Plus”
“in Y+”
“premium
eco”
11. Ivonne Engemann, Lufthansa German Airlines
Page 10
Continuously evolves based
on our customers’ feedback
I would love to ask for
connecting tickets like
"from PMI via FRA to
VNO"
Can I search for a
maximum price?
e.g. FRA to Spain
max 100 EUR?
I was actually
surprised how fast
the search was
done
What about one-
way?
12. Ivonne Engemann, Lufthansa German Airlines
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Listen to your customers – establish feedback loops
and enhance the service permanently
Embrace “Everything-as-a-service” – without APIs no chatbot
Just do it – bend existing processes and ways of working
Think about how your brand is perceived.
Bots allow you to learn what the real needs are
Key Learnings & Takeaways
13. Ivonne Engemann, Lufthansa German Airlines
Page 12
Lufthansa Chatbots will continuously enhanced
New search and service options
Improve accurateness
Chatbots will become a ubiquitous service for the Lufthansa GroupThank you – visit Mildred at mildred.lh.com