As one of Turkey’s leading low-cost carriers, Pegasus Airlines is redefining the customer and employee experience by harnessing the power of artificial intelligence as part of its digital transformation strategy. Through generative AI solutions built on Azure OpenAI and Azure AI Services infrastructure, the company has not only boosted operational efficiency but also taken significant steps on its end-to-end digitalisation journey.
Leading the AI Transformation with the FLYGPT Programme
Pursuing its vision of becoming a digital airline since 2018, Pegasus has integrated generative AI into various areas through its FLYGPT Programme, implemented with Azure AI technologies. These areas include customer support systems, human resources, virtual travel assistants, and agency platforms.
Yasemin Güngör Erdem, Senior Head of CRM Solutions, stated: “We believe everyone has the right to fly. Technology plays a key role in realising this vision. With Azure AI solutions, we are accelerating our processes without compromising information security, and delivering a more personalised experience to our customers.”
100% Increase in Customer Satisfaction with Virtual Assistant FlyBot
Available on Pegasus’s website and mobile applications, FlyBot is no longer just a source of information; it has evolved into a digital assistant that offers destination suggestions and actively supports flight planning and booking. Powered by Azure OpenAI technology, FlyBot responds instantly to customer queries, doubling satisfaction levels.
Merve Korukluoğlu Bora, Innovation Technology Leader, noted: “Thanks to the AI solutions integrated into FlyBot, our customers can now access a much broader range of services through a single interface. The virtual assistant’s efficiency and user experience have significantly improved.”
A Revolution in Internal Operations: Hero and Agent GPT
The virtual assistant Hero, integrated into human resources processes, provides Pegasus employees with instant answers to HR-related queries. This innovation has led to a 20% increase in employee satisfaction. Meanwhile, Agent GPT reduces the workload of sales representatives by automatically responding to frequently asked customer questions, thereby enhancing service speed.
Nearly 100 AI Applications, Over 30 in Active Use
Pegasus Airlines continues to expand AI-powered solutions across all departments, including operations, cabin crew, and cockpit teams. With more than 30 AI applications actively in use, both passengers and employees benefit from faster and more efficient service.
Erdem emphasised the company’s long-term vision: “At the beginning of our AI journey, we focused on raising awareness. Now, we are measuring efficiency and focusing on outcomes. There are still many scenarios left to explore.”
© AeroHaber.com / Mevlüt Zor – mevlutzorr@gmail.com
Aviation News and Defense Industry news published on our website cannot be used without proper attribution.
