Lufthansa: A strong connection
Lufthansa Group is a globally operating group of aviation companies with a total of almost 500 subsidiaries and holdings. It consists of five business divisions in the areas of passenger and cargo air transport and associated services: Passage Airline Group, Logistics, Technology, Catering and IT Services. All of these business divisions are considered market leaders in their respective sectors.
Arvato has supported Lufthansa on its growth course for many years with comprehensive IT and other services.
Lufthansa moves over 120,000 passengers a day and offers a variety of travel-related services to its customers on the Group’s internet portal lufthansa.com.
All information on this portal should be accessible intuitively and promptly. This is achieved with the help of a search function that interprets natural language entries and returns matching solutions.
Self-service support and the avoidance of not inherently valuable service center contacts were also part of the brief.
In collaboration with partners from the areas of knowledge management and computer linguistics, Arvato developed eSearch, a semantic search function, which was then integrated into the current Lufthansa websites lufthansa.com and miles-and-more.com, into the Group’s mobile app and on Facebook.
Industry experts update the contents and optimize the quality of the matches between search terms and returned answers daily on the basis of log data and special reports.
With arvato‘s eSearch solution we have the opportunity to realize the planned expansion in the range of exotic languages. In that way we are able to also serve our most important growth markets in the future.Gerald Seiwert, Manager Passenger Services Interactive, Deutsche Lufthansa AG
Operation of an IT solution that facilitates semantic searching on the portals lufthansa.com and miles-and-more.com, on the Group’s mobile app and on Facebook
Editorial management of an existing range of approximately 1,600 sample questions that cover the company’s and the industry’s entire spectrum of topics
Support in the languages German, English, Spanish, French, Italian, Dutch and Portuguese, with further languages being scheduled