Ivonne Engemann

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Chatbots - Customer Channel

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My topics:

facebook innovation customer experience social media women in tech agile digital transformation artificial intelligence chatbot

My languages:

German English

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My bio:

Since end of 2016 I am acting Product Owner for Chatbot Development, a new customer channel within the Lufthansa Group.
I moderate and coordinate between business departments and IT while fostering collaboration of our cross-company agile team.
I am very interrested in the challenges and opportunities within the areas of Machine Learning and AI.
Being a developer at heart I always try to get hands-on experience in new technologies and strive to combine those with my solid background from two decades of airline industry experience.
As one result I created “Mildred”, the first Lufthansa Chatbot.
This evolved into a new customer's channel for our three Hub-Airlines (Lufthansa, SWISS and Austrian Airlines). In my talks I reveal some insights into our first actual experiences and the challenges we face while pushing digitalization within a big company.


  • Chatbots at Lufthansa Group – the way to the customer channel of the future

  • User Experience Design: Why is not a chatbot just a new app?

  • Challenges of a new customer channel: case study & lessons learned

  • Agile Development: Learning from the feedback of our customers

  • Digital transformation in a big company

Examples of previous talks / appearances: