RuAviation

Aeroflot Airlines has introduced a pilot version of a chatbot for passenger service on its website. The digital assistant is available from the main page of the site and is designed to increase the level of interaction with users. The new technology significantly improves the communication process by combining traditional algorithms and generative artificial intelligence (AI), which allows the bot to learn and improve in real time, the airline’s press service said.

The chatbot is able to help users with various questions, including selection of air tickets and additional services, providing information about flight status and schedule, as well as the possibility of online check-in. Users can find out the conditions of refunds for tickets or services and register in the Aeroflot Bonus program. In case of additional questions, the bot can send an appeal to the airline.

“The integration of the AI model into the chatbot allows it to work with the knowledge base of Aeroflot’s website. This makes it possible to immediately provide answers to travelers’ frequently asked questions. In particular, customers can find out how to bring sports equipment or order a cradle for a baby. This approach significantly expands our ability to inform passengers and makes the chat-bot more useful for them”, – commented in the press-service of the carrier.

The pilot version of the chatbot will be constantly improved and modified depending on user feedback. At the implementation stage, they have the opportunity to participate in the AI training process by asking questions and receiving accurate and useful answers. Each interaction helps refine the answer scripts and helps make the chatbot more effective.

“The launch of the chatbot with AI integration represents an important step by Aeroflot towards creating a more personalized and convenient customer experience. This initiative is in line with the company’s drive to innovate and improve the passenger experience. The bot not only facilitates the process of receiving information, but also actively learns, which makes its work more accurate and up-to-date,” the company emphasized.