Aeroflot is one of Russia’s largest airlines. I worked on an internal customer support platform used by call-center agents to manage passenger requests, bookings, and customer data.
Combine customer context
Customer, booking, and request information was spread across different parts of the system, forcing agents to switch between multiple views.
I reorganized the workspace around the active conversation, bringing the most relevant customer and booking information closer to the support flow.
Integrate AI assistance
AI tools and quick replies were introduced to help agents process requests faster without taking focus away from the customer conversation.
The tools stay accessible alongside the chat while leaving enough space for customer context.
Reduce sensitive-data errors
I simplified actions related to customer information and made destructive operations clearer, reducing the chance of mistakes during routine support tasks.