S7 Airlines enhances its customer communications with AI

04.04.2018

S7 Airlines, a oneworld® global airline alliance member, implements artificial intelligence technologies to promptly consult its passengers on ticket search issues. Facebook Messenger chatbot is ready to answer your questions about available tickets for S7 Airlines flights, to choose a city for travelling using specified parameters and to provide the information on the flight status.

When a passenger starts a private conversation with the S7 Airlines Facebook page, they can choose the most suitable of the four available topics: “Inspiration”, “Best deal”, “Flight status” or “Flight search parameters”. After the chatbot has got the necessary flight search data, including the city of departure, the date and the number of travellers, it will offer the passenger the appropriate flights available at www.s7.ru.

If necessary, the chatbot can switch the passenger over to the operator, who will answer all the remaining questions after they have studied the chat history. All requests processed by the operator will be put into the knowledge base of the chatbot allowing it to prepare feedback for similar requests in the future.

“Using AI to assist in communications with your customer is one of the key modern trends. Passengers of S7 Airlines can now instantly receive up-to-date information on available air tickets without leaving Facebook. Chatbot will help you find the best deal, which, as a rule, is the main factor in planning the trip. At the same time, these virtual assistants will allow operators of the call centre to handle passengers’ requests more quickly,” says Dmitry Chuiko, CEO of S7 Travel Retail.

Currently, S7 Airlines is developing an online adviser for www.s7.ru and the mobile app of the airline. The main task of the chatbot on the website is to quickly provide passengers with the information on a wide range of issues arising when preparing for a trip. The chatbot will be able to advise on the air tickets and ancillary services purchase, affordable fares and baggage carriage rules, travelling with children and animals, service at the airport and on board, registration with the S7 Priority and S7 Profi programmes.

Chatbots developed by S7 Airlines together with EORA are created on the latest JustAI Zenbot platform. It is based on learning systems, artificial neural networks, which can handle increasingly complex queries along with the expansion of their knowledge base.

Air tickets can be purchased at s7.ru, through the iPhone app or the Android app, and at any S7 sales office. You can also learn accurate flight information, book and buy tickets by calling our Contact Centre at 8 800 700–0707 (free for Russia).


S7 Airlines (“Siberia” airlines brand, s7.ru) is a member of the oneworld® global aviation alliance.

The airline has a wide internal route network, created on the basis of air transport hubs in Moscow (Domodedovo) and Novosibirsk (Tolmachevo). S7 Airlines also performs regular flights to countries of the Commonwealth of  Independent States (CIS), Europe, the Near East, Southeast Asia and countries of the Asia-Pacific region.

In 2007 the company received an official IATA certificate as an IOSA (IATA Operational Safety Audit) operator, becoming the second air carrier in Russia to have successfully passed the full international audit procedure for compliance with operational safety standards.

S7 Airlines is one of the most reliable airlines of Russia, it implements latest achievements of the world's industry in passenger services and develops its own services dynamically.

Today S7 Airlines has the newest and one of the most modern aircraft fleets on the Russian air transportation market. All flights of the airline are performed by the aircraft of the world’s leading manufacturers.

S7 Airlines is in top 100 of the best airlines of the world and ranks third in the Eastern Europe, as indicated by the authoritative international rating Skytrax.

S7 Airlines is among the top 5 of the most reputable Russian companies of 2017 and ranks the fourth among the most desirable Russian employers.

S7 Airlines is a Safety Leaders Award winner in “Transportation Safety: Flight Safety” category.

S7 Airlines was a multiple winner of the Wings of Russia National Aviation Awards in different categories.

S7 Airlines was a multiple winner of the Cannes Lions advertising festival awards for implemented projects, and My Planet National Awards for discoveries in travel sphere.

S7 Airlines won “Best Russian Airline” at 2015 National Geographic Traveler Awards.

At the end of 2016, S7 Airlines became the winner of Skyway Service Award aviation award in three categories: the best airline in category “Economy Class, Domestic Scheduled Services”, “Best Loyalty Program” and “Best Online Customer Services”.

The airline is a member of the S7 Group of companies. In 2017 Group member airlines carried more than 14.2 million passengers.

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