PegaWorld 2017: Air France-KLM - From Reactive to Proactive Customer Service (Video)

Air France-KLM implemented Pega to help their passengers facing irregularities. The solution, internally known as I-Care, is the heart of the new Customer Intimacy strategy. Implementing I-Care has allowed Air France-KLM to:

  • Generate productivity gain for back-office agents, allowing them to spend more time on customer interactions
  • Implement new frontline staff solutions, enabling staff with instant solutions
  • Offer customers new intuitive self-service solutions - Launch proactive recovery campaigns