Task:

to develop a customized chat-bot for Sheremetyevo's VIP and business lounges.

How we added value to our client's work:

• due to the developed by our team chat bot we mad it possible to reduce the volume of work for the call center, as the chat-bot covers most of the FAQs, helping each customer to consume content in the most convenient way.
• the share of purchases of the company's services increased due to the high speed of processing requests from clients, speeding up the purchase and decision-making time of the client.

Development:

1. The first step was to collect all the data: services provided by the airport; popular questions that users of VIP and business lounges at Sheremetyevo airport ask. And we completed all the tasks concerning copywriting.
2. In order to implement the entire list of questions (and it was very voluminous), the experts of the Hub.Pro team came to the conclusion that it was not possible to develop a bot with ordinary buttons. Otherwise, usability would suffer: the bot would simply be inconvenient for the users. Our technical department developed code for online buttons. This functionality is unique, because it is complex, and few companies implement it ( please see screenshots below).
3. We agreed on a budget with the owner of the Sheremetyevo Group of Companies and implemented the bot by means of code. All links are marked with UTMs in order to collect statistics on how many people came from the chatbot to the Sheremetyevo website.
4. The Hub.Pro team implemented the project in 2 weeks. The bot covers more than 100 different questions about the services offered to clients of VIP and business lounges at the Sheremetyevo airport.
5. We tested different formats of how the bot gives answers to the questions and selected the most user-friendly one. The QA has been passed successfully and included a minimal set of non-technical edits.