InfoQubes Company successfully implemented the project for computerizing the analysis of S7 passenger experience. This service allows specialists of S7 Airlines to carry out thorough analysis of the feedback received from different sources and introduce measures aimed at improving the quality of service, press-service of InfoQubes reports.

In order to obtain such results routine operations related to preparation of the text have been automated. The feedback is received from different sources: contact forms, notes made by flight attendants, claim letters, e-mail correspondence, records made by the call center, social networks, websites, etc. Highly intellectual algorithms perform a comprehensive linguistic analysis of the texts and identify the reasons for making an inquiry, date and place, where the situation happened, roles and names of participants and other important information and then sorts it out in accordance with the business processes of S7 Airlines. Such approach allows carrying out a detailed analysis of the feedback, press-service of InfoQubes explained.

Automation of the initial analysis of the inquiries allowed the carrier’s employees to focus on processing of the obtained data, dialog with the passengers and finding ways to make communication between the carrier and its passengers more efficient. 

Pavel Lunichev, CEO of InfoQubes, said: «Close cooperation with experts of S7 Airlines and cutting-edge technologies offered by InfoQubes allowed us to achieve a high quality of automatic analysis of passengers’ inquiries. We are glad that this solution allows drawing certain conclusions related to the quality of service. This fact makes the solution an innovation for Russian and the world’s leading carriers».