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

CJSC "Azerbaijan Airlines" (AZAL) plans to implement modern technologies based on artificial intelligence (AI) to improve the efficiency of its contact center and reduce wait times in processing customer inquiries.

This was stated by AZAL's Commercial Director Jamil Manizade.

He explained that the comprehensive upgrade of the customer service system was driven by the need to reduce delays in processing requests during peak load periods. In accordance with the airline's updated development strategy, the integration of the international and domestic contact centers into a unified management structure was completed on July 1, which made it possible to centralize resource allocation and bring service standards to a unified format.

"We are working on several priority areas: omnichannel - processing all inquiries through a single platform, IVR and self-service functions - proper call routing and reduction of wait times. AI-based solutions - classification of requests, their routing, and reduction of wait times. Technology is the key instrument of our transformation, the main goal of which is to provide passengers with faster, higher-quality, and more effective service at every stage of their journey," emphasized J. Manizade.

The Commercial Director of the CJSC also reported that over the eight months of the current year, AZAL's contact center went through a significant stage of transformation aimed at strengthening passenger support before, during, and after travel. In particular, during the specified period, AZAL specialists processed a total of 460,119 inquiries, answered 201,466 phone calls, processed 246,396 requests through digital channels, achieved a service level (SL) for answered calls at 80.4, and the passenger satisfaction rate for phone inquiries reached 86.6%.