Case Study: Aeroflot cuts RUR 31 million in call center costs and automates over 60% of flight inquiries with Nuance Communications' Call Steering

Aeroflot deploys speech‑enabled call routing

Aeroflot, Russia’s flagship airline, faced rising contact-center costs, long hold times and a fragmented three-location support model while pushing to expand digital services and reinforce its image as a technology leader. To automate routine passenger inquiries and improve routing, Aeroflot selected Nuance Communications and its Nuance Call Steering speech-enabled call routing solution.

Nuance Communications implemented Nuance Call Steering with natural speech recognition and integrations (including Sabre), delivering a system that processed 2.1 million calls in the first year and handled peaks of 150,000 calls/day. The deployment consolidated three centers into one, cut annual call-center costs by RUR 31 million, automated over 60% of flight-related information requests, made outbound schedule notifications 99.8% automated, and improved recognition accuracy from about 86% in trial to as high as 96.5%, speeding routing and boosting service quality.

Aeroflot

Dmitry Lapin

IT Deputy Director