Domodedovo Airport Brings Automation to its Helpdesk

Moscow Domodedovo Airport has brought in a voice bot to improve customer experience. Passengers choose a topic and ask a question. To get in touch, use Domodedovo’s help desk number. The voice assistant provides the required information after clarifications or passes a call to a live agent.

Now callers can even more operationally check flights schedule, track its status, as well as check-in desks numbers 24/7. The voice bot relies on automatic speech recognition and speech synthesis, delivering high-quality support with automated conversations and providing passengers with information within 2 seconds. Moscow Domodedovo has collaborated with LLC Aviation Technologies of Communication to introduce the service.

The assistant takes 30 percent of calls to Domodedovo’s help desk now. Domodedovo is planning to further automate helpdesk and enable the voice bot to address more challenging customer issues.