"We strive to automate most of our processes because any manual handling poses obstacles for growth. All contacts incoming to the call center pass through a telephony service, which we developed ourselves. It performs simple operations and generally suits us well. However, some things are more convenient and cheaper with …

"On average, Russians take only about two flights a year. Thus they quickly forget how they bought tickets last time, what the rules and procedures were, and what should be done before the flight. Due to their limited experience, customers often have several issues at once, and find it hard …