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Call Steering—Omni-channel customer engagement success stories

Aeroflot deploys speech‑enabled call routing.

Automates customer inquiry handling through speech recognition.

Company profile

Aeroflot is an undisputed leader of Russian civil aviation. Established on March 17, 1923, Aeroflot is one of the oldest airlines in the world and one of the best recognized Russian brands. In 1989, Aeroflot became the first Russian airline to become a member of the International Air Transport Association (IATA).

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Aeroflot uses Nuance Call Steering

We aim to create natural dialogs with customers, but not just implement voice commands like ’Press an asterisk’ or ‘Say Pound’. When projects like this are implemented, it’s very important not to allow a business logic to deform a natural dialog with a user.

Dmitry Lapin
IT Deputy Director
Aeroflot

Challenge

  • Cut call center costs and automate costs
  • Use and extend innovative services to passengers to support image as technology leader
  • Long hold times

Solution

  • Nuance Call Steering, an automatic call management system with unique natural speech recognition abilities

Results

  • Cut annual call center costs by RUR 31 million
  • Fully automated over 60% of flight-related information requests
  • Outbound voice notifications about flight changes are 99.8% automated

Background

As of winter 2013-2014, Aeroflot offers fights to 121 cities in 52 countries, including 41 airports in Russia. During the first nine months of 2014, Aeroflot carried 17.83 million passengers, growing this number by 13.4% during 2013 in the same time period. In 2014, the total number of Aeroflot Group passengers reached over 26 million. The seat occupancy rate grew to 77.5% (up 0.4 percentage points). The airline operates the largest light Management Center in Eastern Europe, and the Aeroflot feet, 123 airliners, is one of the most modern, young and quickly growing in Europe.

In 2006, Aeroflot became a full member of SkyTeam, the second largest airline alliance in the world. Through its wide network, SkyTeam members service fights to over 900 cities in 173 countries.

Aeroflot's strategy is to become one of the 20 largest global airlines by 2025 in terms of revenue and passenger volume. During a single year, Aeroflot aims to transport up to 70 million passengers.

Aerofot is aggressively developing online services such as booking, ticket sales and check-in, access to mobile networks and onboard internet access. The launch of a highly capable natural speech recognition self-service system became a new step for the company.

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