Customer story · AviationThe support assistant that makes reaching ground-handling info instant.
Aerobot is Havaş's AI-based virtual assistant, built and trained on CBOT Platform. On the Havaş website it answers the most frequently asked questions about ground handling services, such as bus services, lost baggage and warehouse services, 24/7, and works together with CBOT Live Chat so a human agent can step in whenever needed.
Havaş, founded in 1933 and a subsidiary of TAV Airports, provides ground handling services to more than 200 airline companies across 29 airports in Turkey. With such a wide service area, the same questions come up constantly, from bus services to lost baggage and warehouse fees, and answering each one manually created an operational burden.
Havaş wanted to give its users instant answers to those frequently asked questions without adding to that burden. Together with CBOT it launched Aerobot: an AI-based virtual assistant that works alongside CBOT Live Chat to support Havaş users 24/7.
Aerobot was built and trained on CBOT Platform. It keeps a human in the loop: when the assistant hands a conversation over to a human colleague, the agent sees the full transcript in CBOT Live Chat and answers in the same window. The AI does not leave after the handover; its "agent prompter" feature keeps suggesting a ready answer to help the agent.
Available on the Havaş website, Aerobot lets users reach information instantly without navigating menus or calling a call center. As the number of users grows, automation keeps operational costs manageable. CBOT held full responsibility for the delivery and maintenance of the system.
“Users reach information instantly through Aerobot, without navigating menus or dialing a call center, and a human steps in whenever needed.”
Havaş serves a very wide field, and the same questions about ground handling, such as bus services, lost baggage and warehouse services, are asked over and over. The challenge was to provide instant support for those frequently asked questions without creating an operational burden.
Serving 200+ airlines at 29 airports, Havaş faced the same questions over and over: bus services, lost baggage, warehouse fees.
Users needed a fast answer without navigating between website menus or dialing a call center.
The challenge was to provide that instant support without adding to the team's operational load.
Some queries still needed a person, so a human had to stay in the loop and step in seamlessly.
Aerobot: an AI-based virtual assistant and a live chat system operating together to support Havaş users 24/7. Built and trained on CBOT Platform, it answers the most frequently asked questions and hands over to a human agent through CBOT Live Chat whenever collaboration is needed.
Aerobot was built and trained on CBOT Platform in a very short period, thanks to its tools and modules, giving users an easy way to reach information.
It works with CBOT Live Chat: when Aerobot hands over, the agent sees the full transcript and answers in the same window.
The AI does not leave after the handover; its agent prompter feature keeps preparing a suggested answer to help the human agent.
Built on CBOT Platform and working with CBOT Live Chat, Aerobot answers the most frequent ground-handling questions on the Havaş website and hands over to a human agent when needed.
On the Havaş website, Aerobot lets users plan their trips more easily and get instant support, while automation keeps operational costs manageable as users grow.
As new questions emerge, Aerobot is easily trained on them and its coverage expands, with CBOT holding full responsibility for delivery and maintenance.
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