Solving customer pain points with artificial intelligence

The customer service team at Lufthansa won the internal battle to be the first to implement AI, and they used it to solve customer pain points.

Seth Adler


Martin Sassenfeld is the Director of Customer Services Product Development at Lufthansa. He joins host Seth Adler in the CX Network podcast theatre hot seat this week where he shared that while there was a big battle around artificial intelligence between sales and service internally on who can do the first-use cases, IT, business, etc. – customer service won in the end.

While Martin, his team and the organisation already consider the chatbot solution they’ve implemented, an AI, it’s the self-learning capabilities and analytics to come which identify clusters of intents and customer pain points so they can develop dashboards and make the tool usable for different roles in the organisation.



Customer service wins the AI race

“Chatbot development was really on hype in our organisation. There was a big battle between sales and service and who can do the first use cases, IT, business, and so on and so forth. Everybody wanted it.

“We won the chance to build our first use case where we wanted from the customer experience side to really solve a customer pain point.

“So not to make a use case where you increase sales, but where you really look into your customer services and where the customer pain points are and solve these problems with artificial intelligence.”

Saving money in the long run

“We have a lot of costs with the call centers, of course. There was, you know, obviously a good case. In case you really solve the problem, you can save money on the customer servicing part. The sales revenue wouldn't be the first use case, because there's actually no payment solution included at the moment in messengers.”

Next steps for the AI…

“We made the first step there to implement a text analytics tool. This machine, at the moment, is in the learning phase. We feed some sources in there and the next step will be to identify some clusters of intents and customer pain points.

“From there we are going to develop dashboards and to start a second project phase, where we make the tool usable for different roles in the organisation.”