Results of the introduction of an AI bot in Aeroflot

2025: Results of the introduction of the AI bot

The results of one year chat boat Aeroflot of work on the basis of the platform have been summed up. Vocamate AI This was Prof IT announced on October 24, 2025.

The AI-based chatbot works for the airline for a year and solves a wide range of customer requests. The chatbot works on the site, in the mobile application for Android, the web version for iOS and in Telegram.

The solution uses a number of technologies: Prof IT's own NLU model, RAG and GigaChat's neural network model for business. The symbiosis of technology provides accurate recognition of user intentions, correct, concise answers from the company's extensive knowledge base, friendly dialogue, and functional tasks.

The digital assistant processes up to 12 thousand requests daily and only 5% of customers are asked to transfer them to the operator. Later, this feature will be added to the functionality of the bot.

The assistant advises the airline's customers on flight rules, fares, baggage standards, makes recommendations on the carriage of animals or sports equipment, talks about promotions and lucrative offers and much more.

The chatbot not only answers questions from passengers. An important part of his work is the fulfillment of functional tasks - he helps to choose a ticket, issue additional services, register in the loyalty program and receive information on it from his personal account, change reservations and check in for a flight, submit an appeal to the company, etc.

The assistant also serves clients of Aeroflot's Aeroflot Shuttle program, which provides fast and flexible communication for passengers between Moscow and St. Petersburg. With the help of the bot, you can quickly and conveniently re-issue a flight ticket without waiting for the operator's response and without contacting the ticket office. A chatbot can reissue a ticket an unlimited number of times if the passenger has changed circumstances and needs to fly later or, conversely, earlier, if the passenger has already arrived at the airport so as not to wait for his flight.

The virtual assistant is constantly developing and expanding its functionality. Each new client request helps the bot learn and improve the quality of responses to make them more accurate and useful.