Azerbaijan Airlines is preparing AI tools that automatically classify and route passenger requests and cut waiting times at peak hours.
According to Commercial Director Jamil Manizadeh, the airline handled 460,119 requests in January–August 2026 (201,466 calls and 246,396 digital requests), with an 80.4% service level and 86.6% customer satisfaction. Its domestic and international contact centers were merged on 1 July; the plan also covers omnichannel service and self-service.
Source
Baku.ws
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