On Monday, November 27, Air France hosted its digital event #AFDigidays at Facebook France in Paris, unveiling the airline’s latest digital innovations and advancements in customer service, with a focus on artificial intelligence and data-driven personalization.

The event brought together industry experts to discuss how AI can enhance customer relations. Jean-Marc Janaillac, Chairman and CEO of the Air France-KLM Group, emphasized the importance of digital transformation in creating a seamless and personalized customer experience.

Personalized Services Powered by Data

“Personalized service is the future of customer relations,” said Janaillac. “Our goal is to know our customers better, accompany them throughout their journey, and offer services that truly reflect their needs.”

To support this, Air France has developed a proprietary data management and analysis tool since 2015. The airline is digitizing the entire travel experience — from redesigned ticket offices with enhanced digital offerings to empowering frontline staff with tablets that help deliver more tailored and attentive service.

Introducing Louis: The Virtual Baggage Assistant

One of the key highlights of the day was the introduction of Louis, Air France’s first AI-powered chatbot. Available on Facebook Messenger and via the airline’s baggage FAQ page, Louis is designed to respond instantly to customer inquiries, with a particular focus on baggage — the second most common topic among social media queries.

Louis is part of a broader digital strategy that includes 24/7 social media support in nine languages, provided by 150 expert advisors across platforms like Facebook, Twitter, WeChat, and KakaoTalk. The company also uses Facebook Messenger to send automated travel documents and real-time information to customers who opt in.