Pegasus Airlines, a Turkish low-fare carrier, has implemented Azure OpenAI and Azure AI Services into its virtual travel assistant, customer support, human resources, and agent platforms.
Following the integration of the Microsoft services, the airline has recorded a doubling of customer satisfaction regarding its virtual assistant and a 20% increase in employee satisfaction.
As part of a technology-driven initiative, Pegasus launched the FLYGPT Programme, which involved the training of FlyBot, the website virtual assistant, introducing Azure OpenAI and Azure AI Services, and more.
“We had been working with Microsoft since even before our AI initiatives,” said Yasemin Güngör Erdem, Senior Head of CRM Solutions at Pegasus Airlines. “After some exploration, we found that Azure AI Services provided all the essential tools we needed, including optical character recognition (OCR) and translation. Most importantly, the solution provided us with a secure environment for our company information, where confidential data is not shared with other customers or used to train AI models beyond our control.”
“Our AI transformation project with Pegasus Airlines is a prime example of how technology drives strategic value in business processes,” commented Ümit Şener, Data and Artificial Intelligence Specialist at Microsoft. “By implementing one of the best AI use cases both in Türkiye and globally, Pegasus has established a pioneering position in the aviation industry. As Microsoft, we are proud to be part of this transformative journey.”
In the future, the airline wants to launch chatbots dedicated to different roles, such as crew, pilots, and operations teams.
Photo: Pegasus Airlines
