Without any assistance from an operator, Andrey provides comprehensive answers to frequently asked questions, thereby taking care of 72% of inquiries. The bot advises passengers about how to buy train tickets in order to travel to the airport, the time of the nearest train service, and the conditions of carriage. It can explain where the required terminal is situated and how long a ride with Aeroexpress will take.
Andrey understands the natural speech rather than offers to select menu items. For example, if asked “How long does it take for a ticket to be delivered to the email?” the bot will figure out that an e-ticket is meant and will reply that it is usually sent within a few seconds. It will also understand if a customer is interested in some special fares or baggage transportation conditions. All of this is possible thanks to artificial intelligence. Just AI, the developer of the bot, in close cooperation with Aeroexpress specialists working with inquiries, continues improving it by teaching the bot questions based on information generally contained in inquiries. Even now, according to users’ feedback and estimates, the answers provided by the virtual consultant are complete and useful over 60% of the time.
The online consultant was launched in November 2017, making it possible to significantly decrease the call centre load and increase the speed of serving Aeroexpress passengers. Hotline costs have been reduced by 17%. Since being put into operation, Andrey has already handled 21,000 inquiries, and this number keeps growing month by month.
In March, approximately 9,000 website users directed their questions to the bot, which is double the amount compared to the first month of service.
Aeroexpress strives to provide users accessible information and inquiry services and is constantly improving their performance and efficiency.