This strategic project sees TD Reply harnessing the potential of generative AI to understand the expectations and preferences of travellers.
Lufthansa has embarked on a transformative journey to redefine customer engagement with the launch of an innovative Customer Insight Hub developed in collaboration with TD Reply.
Philipp Schilchegger, Head of Customer Insights at Lufthansa, said, “As a single point of access to comprehensive company data, the Customer Insight Hub facilitates internal collaboration and decision-making. Thanks to the partnership with TD Reply, we have a modern, data-driven basis for continuously improving our services, creating an optimal customer experience and thus retaining our customers in the long term”.
This portal enables advanced analytics leveraging specialised Large Language Models (LLM), empowering data-led strategies that refine the customer journey and ultimately optimise the customer experience.
Besides that, this strategic project sees TD Reply harnessing the potential of generative AI to understand the expectations and preferences of travellers, thereby elevating the customer experience to a new level. Lufthansa’s countless interaction points with passengers, spanning from online reservations to in-flight engagement and post-travel feedback, provide valuable data to enhance service benchmarks.
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