Domodedovo automates help desk

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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.

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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.

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