Platform for handling customer requests
“Platform for handling customer requests”, a project that has no analogs in the aviation industry, was completed in 2017 at PJSC “Aeroflot” and started commercial operations.
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To develop a unified platform for handling requests from various communication channels and perform their intelligent classification and routing.
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To provide a tool that makes it possible to monitor online major trends in social networks including comments regarding PJSC “Aeroflot” of opinion leaders (popular bloggers, journalists, etc.) and use, if required, all available communication channels to maintain the company’s image.
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Big Data were used.
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The market of solutions that support the Big Data technology has been examined.
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Basic system functions have been developed and implemented that make it possible in the future to configure its operation algorithms in a flexible way and optimize them.
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A process that monitors mentioning PJSC “Aeroflot” in social networks, analyzes their tonality and dynamics of changes after various information events has been implemented.
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Based on the historical data collected, mathematical models have been developed that make it possible to automatically (with high reliability) determine the subject of any customer request obtained via any communication channel and the department responsible for processing and solution of the problem.
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An end-to-end process has been implemented that begins with reception of a free-form request posted in a social network and ends with the provision of a comprehensive response to the customer and detailed analysis of the complaint reason to a company’s top manager, and unified reporting on requests for making managerial decisions.