Uzbekistan Airways answers passengers in messengers — in text, with no queue
About the customer
Uzbekistan Airways is the national carrier of Uzbekistan, serving domestic and international routes. Passenger requests come around the clock and in several languages: questions about flights, bookings, baggage and changes.
Most requests arrive as text — in messengers and social media, where passengers expect a fast reply at any hour.
The challenge
At sale peaks and during disruptions the flow of text requests grows faster than the agent shift can clear it. Overnight and on weekends the queue builds up, and frustration spills into public comments.
Uzbek, Russian and English in one stream make it harder: switching languages slows the reply down, and some requests get lost between channels.
The solution
Zukko.AI handles passengers’ text requests and replies in the same second, handing the agent only what truly needs a human. The rollout is assembled from the platform’s agents.
Inbox AI
One reply across every text channel 24/7 — Instagram, Telegram, WhatsApp, web.
Sales AI
Ancillaries in the context of the request — baggage, seat selection, insurance and upgrades.
Call Analytics
Quality control across requests and root-cause analysis of passenger frustration.
AI CRM
Passenger history — bookings, requests and preferences — in a single card.
A passenger writes in a messenger and gets a reply in the same second — in their language, at any hour, with no queue.
What the platform delivers
Platform metrics describe its capabilities. Exact Uzbekistan Airways client figures will be published after approval from the customer.
What’s next
Next steps — extending text scenarios to new channels and adding outbound voice notifications about flight status, so the passenger gets an answer before they even ask.
A ready scenario for airlines
Launch an AI employee in your airline
We will show a demo on your passenger-support scenarios — 24/7, in three languages and across every channel.
Connects to booking systems and passenger channels.