Passengers at airports may soon have a new assistant – a digital avatar with artificial intelligence. "Aeroflot" has introduced "Vasilisa" – an interactive virtual consultant who will be able to answer questions, assist with airline services, and help with finding and booking tickets. In the future, such kiosks may appear at railway stations and large transport hubs.
The development was showcased at the CIPR forum. "Vasilisa" operates through a special kiosk with a touchscreen. Passengers can communicate with her by voice or text, and the system recognizes the request and provides an answer.
The digital avatar is based on an LLM model and RAG technology. The AI model helps the system understand human speech and formulate responses, while RAG allows it to retrieve information from a knowledge base.
"Vasilisa" will be able to advise on airline services, help find tickets, and process them. It is expected that such an assistant will reduce the workload on information desks and allow passengers to get answers to typical questions more quickly.
It is separately noted that interaction with the avatar is adapted for passengers with special needs. In the future, "Aeroflot" plans to expand the communication scenarios with "Vasilisa".
