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


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


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


  • 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


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