MegaFon has created a self-learning voice robot consultant for NordStar

2024: Creation of a consultant voice robot

MegaFon created a self-learning voice consultant robot that helps airline passengers NordStar control the exact time of departure and arrival. The introduction of the technology has already significantly reduced the processing time of requests during periods of unstable weather and improved the quality of service for passengers of the carrier's contact center. MegaFon announced this on April 5, 2024.

Unpredictable weather conditions in the northern regions of the country - the main transportation location of NordStar airlines, create a high load on the contact center almost all year round. To distribute the flow of calls and increase the efficiency of the center, the carrier introduced a voice assistant into the existing ecosystem. Its developers were IT specialists MegaFon and NordStar, who from scratch created and trained a voice robot based on a neural network, analyzing about 10 thousand calls from passengers with various dialogues and intonations.

Flights in the northern part of the country are always fraught with risks not only technical, but also weather. In 2023, NordStar transported more than a million people and each client's plans depended on the airline's ability to promptly notify of changes on the flight. I am sure that the voice assistant will become an indispensable friend for passengers in preparation for flights, and for the airline - an important assistant in organizing transportation, - said Natalya Taldykina, director of corporate business development at MegaFon.

The robot, using a trained neural network, is already advising customers on changing schedules and flight status. The voice was presented to him by professional actors, thanks to which passengers with great desire communicate with him, reading friendly notes in the voice.

The robot has already shown its effectiveness in reducing line waiting times, especially in non-standard situations, and improving service, including increasing call conversions. For example, over the entire period of work of the robot consultant, more than 60% of incoming calls of passengers on the schedule and status of flights were processed, which made it possible to reduce the load from real specialists of the contact center processing other individual requests of passengers. We continue to develop the use of artificial intelligence in our ecosystem and plan to use neural networks to improve the ticketing process, provide additional reference information and, possibly, passenger advice on baggage issues, "said Leonid Mokhov, CEO of NordStar.

Artificial intelligence receives all first-line calls, becoming a full-fledged additional employee. However, if in the process of dialogue a question does not arise according to the scenario, then the neural network will offer the interlocutor to redirect the conversation to a profile colleague - a real contact center specialist. Experts observe the work of the digital assistant online and, if, for example, the conversation was transferred to an employee, then they analyze the neural network script again and conduct additional training of the robot.