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 (a brand of Sibir Airlines, www.s7.ru) is a member of the oneworld® global aviation alliance.

The airline has a wide network of domestic routes, with their home base at the air transportation hubs in Moscow (Domodedovo) and Novosibirsk (Tolmachevo). S7 Airlines operates regular flights to the CIS countries, Europe, the Middle East, Southeast Asia and the Asia-Pacific region.

In 2007, the airline was formally notified by IATA about being accepted to the IOSA (IATA Operational Safety Audit) operators list and became the second air carrier in Russia to successfully pass the entire international audit procedure for compliance with operational safety standards.

S7 Airlines leverages the global aviation industry’s latest developments in customer service and is actively growing its offerings.

Currently, S7 Airlines has the most modern fleet of aircraft in the Russian air transportation market. All the flights of the airline are operated on aircraft of the world’s leading manufacturers — Airbus, Boeing, Embraer.

S7 Airlines is included in the list of the TOP-100 best airlines in the world and ranks third in Eastern Europe according to the reputable international rating Skytrax.

As of year-end 2018, S7 Airlines became the most punctual Russian airline, ranking sixth in OAG Punctuality League 2019, the European airline punctuality rating.

In 2017, S7 Airlines became the recipient of the Skyway Service Award in two nominations: the best airline in the “Economy Class, Domestic Regular Transportation” category and the “Best Online Service for Customers” category. S7 Airlines is also the recipient of the Safety Leaders Award in the “Transport Safety: Flight Safety” nomination.

S7 Airlines has been repeatedly awarded the Cannes Lions advertising festival prize for its projects, and has received “My Planet” national award for its innovations in the field of travel.

The airline is a member of the S7 Group of companies. In 2018, the airline group carried more than 15.9 million passengers.


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