Moscow Domodedovo Airport has improved the customer experience through the introduction of a voice bot.
Passengers calling Domodedovo’s help desk number will now choose a topic and ask a question, with a voice assistant providing the information requested before, if required, passing the call to a live agent. The new system means that callers can check their flight schedule, track its status, and find check-in desk numbers, 24 hours a day.
The voice bot relies on automatic speech recognition and speech synthesis, delivering high-quality support with automated conversations and providing passengers with information within two seconds. Moscow Domodedovo collaborated with Aviation Communications Technology to introduce the service.
The new assistant takes 30% of calls to Domodedovo’s help desk. The airport is planning to further automate the help desk and to enable the voice bot to address more challenging customer issues.