Aeroflot has launched the sale of additional services via its chatbot. Airline passengers can now book and purchase the following through the virtual assistant:

• baggage allowance of up to 23kg or up to 32kg;
• transportation of a pet in the baggage compartment;
• transportation of a pet in the cabin.

The chatbot, based on genAI, has been operating on the Aeroflot website since October 24. The virtual assistant is also available in the mobile app (android) and PWA app (iOS).

The bot responds instantly to passenger messages and provides support for a wide range of requests. Using the chatbot, you can quickly:

• rebook your ticket free of charge in case of a flight delay or cancellation;
• rebook your ticket free of charge under the Shuttle program;
• find a convenient flight;
• check the schedule or flight status;
• find answers to frequently asked questions about services.

The pilot version of the chatbot is continuously being improved, and its functionality is expanding.

According to the airline’s statistics, an average of 170,000 unique users reach out to the virtual assistant each month. In its first year of operation, the chatbot processed 2.7 million requests.