Domodedovo automates help desk


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.


About Author


Tara has worked for UKi Media & Events since 2013, initially as a freelancer. She has been a journalist for over a decade and has worked for a range of publications, including Personnel Today, Management Today and The Grocer.

Comments are closed.