The Russian low-cost airline "Pobeda" decided to help its customers and launched a new Telegram bot named Vitya instead of customer service.
According to information from the airline's press service, the chat bot is the company's own development. Vitya accepts two types of messages: text and voice.
The "Pobeda" specialists processed more than 5,000 of the most common customer questions, prepared answers for them and loaded them into the database. They promise to regularly update the database with relevant information.
Vitya bot's help is free, unlike customer service, to which "Pobeda" customers had previously applied. Their services cost customers 70 rubles per minute, even if the customers were on hold when they called. However, the paid customer service of the airline continues to operate and can also solve the customer's problem.