BB - KLM's service bot

KLM Royal Dutch Airlines

How we build a revolutionary A.I. to secure the service leadership of KLM Royal Dutch Airlines


Being the oldest airline in the world, KLM Royal Dutch Airlines has always managed to stand out through their service. They always want to be where our customer is. Together with KLM we took on the challenge of taking this vision into the era of automation and machine learning.


A.I. will be better, quicker and more efficient in servicing our customers. We need to be able to offer a consistent solution throughout a multitude of channels and devices.


We build a revolutionary A.I.
 Not just a chatbot. But an entity that gets to know you and grows smarter with every interaction. A personality that’s a true fit with the existing KLM service family. BB is coded from the ground up to be fully platform independent, so the intelligence can be applied to different services in different situations.

Case block 2
Case block 2

Messenger: Book a ticket

On Facebook Messenger, BB allows you to book a ticket in a conversational way. Making the booking process as easy as having a chat with your friends.

Google Home: Help you pack your bag

On Google Home, we gave BB a voice and started helping with something more relevant inside the house: packing your bag before you go travelling. This smart service combined personal data, destination data and trip info with local weather data to create a personalised packing list for every KLM destination around the globe.


We created the basis for KLM to be omnipresent in the personal lives of people and continue to lead the way in airline service for decades to come.