In May 2025, we introduced you to Smarty — our digital assistant in Telegram and VKontakte, and since February — also in the Max messenger, and now he has become the main star of customer service. We analyzed his work over the past six months and are ready to share results that make us very happy. And most importantly — they make your travels more comfortable.

Speed that matters

In aviation, time is precious, especially when you need to quickly clarify details before a flight. Today, Smarty closes a passenger's request in 31.9 seconds on average. Admittedly, that's faster than searching for an answer on the website or waiting on hold with a call center.

The number of questions the bot handles on its own has grown by 66% compared to the second half of 2025. At the same time, the "blind spots" — things Smarty didn't know — have decreased by 14%. And you've been turning to him 25% more often — which means you trust him and appreciate the convenience.

Who needs a consultant when Smarty is around?

Previously, to get help, many people ended up reaching a support specialist. Now only 9% of users do that. The remaining 88% (the math is honest: the remaining 3% are technical glitches and unique cases) are fully helped by our bot. This means you get answers faster, and our operators can devote more attention to truly complex situations.

But most importantly — it's not just about the numbers

We know that travel is about emotions. That's why Smarty doesn't just dryly answer requests but tries to communicate lightly and with heart. Passengers have already called his style "humanized" and even "fun."

Here's a real example: one passenger asked if she could take hair styling gadgets in her carry-on. Smarty not only allowed it but also joked that with them she would definitely have a beautiful hairdo. Or the case with the hedgehog — the bot was genuinely worried about the prickly traveler that someone wanted to hide in a bag and convinced them to arrange transportation according to all the rules.

Where does Smarty live?

Smarty is currently in three places for your convenience: on Telegram, VKontakte, and MAX. Every month, Smarty helps more than 18,000 passengers. Join in — ask him a tricky question or just say hello. We're sure he'll surprise you.

Your Smartavia. Fly with a smile.