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A quality index by checklist point, analysis of holds and negativity, personal dashboards for agents, customer ratings from chats.
FUN&SUNSpeech Analytics · 2025
The flight is delayed. A minute later everyone is calling
The bot answers them all at once in the language they asked in, and the agents are left with the unusual cases.
Passengers hear about the delay before they call
As soon as a flight moves, the bot calls the passengers itself and writes to their messenger. Anyone who got the message does not call.
By voice
The bot calls and states the flight, the new time and the gate. If the passenger wants a refund, it transfers them to an agent.
In Telegram and by SMS
A short message with the new time and a link to rebook. The same bot answers follow-up questions in the chat.
In the passenger’s language
Uzbek, Russian, English. The language is picked from the first sentence or from the booking data.
Complaints and compensation without manual sorting
The analytics reads every conversation about a delay, lost luggage or a cancellation and sorts them by reason. The bot takes compensation claims during the call.
- The reason for the complaint and the flight are identified automatically
- The compensation claim is filled in by voice
- Repeat contacts about one case are merged
- A report by reason for the day, the week, the month
Reasons for contact during a day of delays
One bot, three languages, the same question
Passengers ask about the same thing in different ways. The bot understands each of them and answers in their language; an agent only steps in if needed.
UZ
Yukim kelmadi, uni qayerdan olsam boʻladi?
RU
Багаж не приехал, где его забрать?
EN
My luggage didn’t arrive, where can I pick it up?
The bot’s answer
Your luggage is arriving on the next flight at 12:30. You can collect it at the baggage tracing desk in the arrivals hall.
Related case studies
Still have questions?
How does the bot know a flight is delayed?
From your schedule or booking system over API. As soon as the status changes, the bot receives the event and starts notifying people.
Can the bot handle a thousand calls at once?
The number of simultaneous conversations is limited only by your telephony channels: the bot does not queue and does not get tired.
What about passengers who do not want to talk to a bot?
They say “agent” or press zero and reach a person together with the context of the conversation. Usually these are the people who want to change a ticket.
Let us model your own peak
Send us the call statistics for a day with a delay. We will show how much the bot would have taken and what the queue would have looked like.
