Customer story · TravelThe travel assistant that makes planning a trip easier.
FlyBot is the GenAI-powered Travel Assistant Pegasus Airlines built with CBOT and Microsoft Turkey. Running on OpenAI's most powerful models via Microsoft Azure, it turns Pegasus's existing virtual assistant into an end-to-end travel companion, answering travel questions and giving personalized recommendations across web and mobile, in every language.
Pegasus Airlines is one of Turkey's leading low-cost carriers and a company known for its close interest in technology. One of its digital solutions was FlyBot, a virtual assistant that already handled pre- and post-sales support.
But user behavior told a bigger story. Customers were talking to FlyBot as if it were a personal assistant, asking for travel recommendations and posing open-ended questions it wasn't built to answer. The existing assistant couldn't offer a personalized experience or cover the full range of travel-related questions.
Working with CBOT and Microsoft Turkey, Pegasus added a "Travel Assistant" capability to FlyBot. Built on OpenAI's most powerful models and connected through Microsoft Azure for an enterprise-grade, secure foundation, the assistant now supports customers end to end: from ticketing to travel planning, route building, and personalized recommendations for countries, restaurants, museums and more.
FlyBot is available to users on both web and mobile, and its multilingual support removes language barriers for every traveler.
Analyzed user behavior revealed that Pegasus customers were interacting with FlyBot as if it were a personal assistant, asking for travel recommendations and posing questions. Although FlyBot provided support before and after sales, it did not offer a personalized experience and was inadequate for addressing travel-related questions, failing to deliver a comprehensive customer experience.
FlyBot supported customers around ticketing, but users were treating it like a personal assistant and asking far more open-ended travel questions.
The existing assistant couldn't tailor answers to each traveler's individual preferences and needs.
It couldn't cover the whole range of travel-related questions, from recommendations to route planning.
Pegasus wanted to serve users in every language and lift overall customer satisfaction.
Through the collaboration between CBOT and Microsoft Turkey, an end-to-end "Travel Assistant" feature was launched on FlyBot. Built with GenAI technology on OpenAI's most powerful models, connected via Microsoft Azure for an enterprise-grade secure foundation, the assistant offers recommendations and builds routes across countries, restaurants, museums and more.
The Travel Assistant now helps customers across the whole journey, from pre- and post-sales assistance to travel planning and route building across countries, restaurants, museums and more.
Recommendations are shaped around each user's individual preferences and needs, making travel richer and more satisfying.
Built on OpenAI's most powerful models and connected via Microsoft Azure for a secure foundation, FlyBot serves users on web and mobile in every language.
Built on OpenAI's most powerful models via Microsoft Azure, FlyBot supports travelers end to end on web and mobile, answering questions and giving personalized recommendations in every language.
FlyBot turned an existing virtual assistant into an end-to-end travel companion, answering travel needs quickly and accurately while lifting customer satisfaction.
Available on web and mobile, FlyBot now handles around 4M interactions a year, powered entirely by GenAI.
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