AZAL plans to introduce AI solutions to speed up processing of passenger inquiries

Azerbaijan Airlines CJSC (AZAL) plans to introduce modern artificial intelligence (AI)-based technologies to improve the efficiency of its contact center and reduce waiting times for processing customer inquiries, AZAL Commercial Director Jamil Manizada said.

He explained that the comprehensive upgrade of the customer service system is driven by the need to reduce delays in processing requests during periods of peak demand. In line with the airline's updated development strategy, the integration of international and domestic contact centers into a single management structure was completed on July 1, enabling the centralized allocation of resources and the standardization of service standards.

"We are working in several priority areas: omnichannel service - processing all inquiries through a single platform; VR and self-service functions - proper call routing and reduced waiting times. AI-based solutions - classification and routing of inquiries and reduced waiting times. Technology is a key tool in our transformation, the main objective of which is to provide passengers with faster, higher-quality and more effective service at every stage of their journey," Manizada emphasized.

The AZAL commercial director also said that over the first eight months of this year, the AZAL contact center underwent a significant stage of transformation aimed at strengthening passenger support before, during and after travel. In particular, during the period, AZAL specialists processed a total of 460,119 inquiries, handled 201,466 phone calls, processed 246,396 requests through digital channels, achieved a service level (SL) of 80.4 for answered calls, while passenger satisfaction for phone inquiries stood at 86.6%.