ITFB Group has implemented a knowledge base L2U InKnowledge for the Ural Airlines contact center

2025: Knowledge Base Implementation L2U InKnowledge

The company ITFB Group has completed a project to implement a knowledge base L2U InKnowledge for. contact center Ural Airlines Together with the partner - the company - BSS the team integrated the solution into a digital service platform, which allowed the airline to reduce the time for searching for information, improve the quality of client service and facilitate the adaptation of new employees. ITFB Group announced this on October 8, 2025.

For Ural Airlines, the key priority is the speed and accuracy of responses to passengers. The contact center processes thousands of calls daily via communication channels, especially during periods of mass bookings and schedule changes. In order to ensure uniform service standards and reduce the burden on operators, the airline set the task of introducing a modern knowledge base.

Together with ITFB Group and BSS, the L2U InKnowledge solution was chosen - a specialized knowledge management system adapted to the tasks of the client service. During the project, the knowledge base was integrated directly into the operator's workplace interface, which made it possible to quickly find the necessary information.

Operators got access to a hierarchical directory of appeal topics - from baggage questions to ticket returns, as well as to a single source of reliable data, regularly updated and moderated.

The introduction of the InKnowledge L2U provided Ural Airlines with a number of key effects:

• Reduce case processing time. The average response time to typical questions decreased by 30%, operators stopped looking for information in disparate sources.
• Uniform service standards. All employees work with up-to-date information, which eliminates errors and allows you to act according to the regulations even in stressful situations.
• Accelerate the adaptation of new employees. The knowledge base became part of the training program, reducing the burden on mentors.

Control and development of content. Contact center managers receive analytics on the use of materials and can quickly update information.