Aeroflot

The main articles are:

• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding
• CRM (Customer Relationship Management System)

2024: Chatbot launch on the site

Aeroflot has launched a pilot version of the chatbot on the website to serve customers. You can start a dialogue with the digital assistant from the main page of the airline's website. The company announced this on October 23, 2024.

The peculiarity of the Aeroflot chatbot is that along with the usual algorithms, which in this case were also developed from scratch for individual user scenarios, the digital assistant already has generative artificial intelligence (AI), which is constantly being trained and improved. As early as October 2024, the bot will be able to assist customers in such issues as:

• select air tickets, special and additional services;
• clarify the possibility of issuing online refunds for tickets or services;
• find out the status of the flight and the schedule;
• suggest the possibility of passing online registration for a particular flight;
• register in the Aeroflot Bonus program;
• file an appeal with the airline.

In addition, thanks to the integrated AI model, the digital assistant independently works with the knowledge base of the Aeroflot website and can instantly give answers to frequent questions from travelers - for example, how to smuggle sports equipment or order a cradle for a baby.

The pilot version of the chatbot will be further refined, and the functionality will be expanded. At the initial stage of implementation of the digital assistant, users have the opportunity not only to receive a service or answers to questions, but also to take part in training the robot. Each query improves response scenarios and makes them more useful and accurate.

In the future, the chatbot is expected to be available on mobile application the airline for. OS Android