Using Virtual Assistant technology, IGA now responds to customer inquiries 24/7, without the need for live agents, on Mobile App, WhatsApp, and IVR channel.
VISITOR QUESTIONS
ANSWERED
HOURS OF AGENT TIME
SAVED EVERY MONTH
IMPROVEMENT IN NPS FOR WHATSAPP CHANNEL
“ Our primary goal is for our guests to have unforgettable experiences at our airport. With the Virtual Assistant we developed with Sestek, we can respond to customer requests 24/7 via the mobile application, WhatsApp, and IVR channels without the need of live representatives. Using these channels, we streamline all processes without wasting visitors’ time. We prioritize investing in this technology to provide the highest level of satisfaction to our guests.
Chief Digital and Commercial Officer IGA, Istanbul Grand Airport
Trying to offer the same experience at every customer service channel is challenging because of the high volume of visitor requests. IGA was searching for an intelligent solution to automate customer processes and reduce the workload of customer service employees for simple tasks.
Using Virtual Assistant technology, IGA now responds to customer inquiries 24/7, without the need for live agents, on Mobile App, WhatsApp, and IVR channel.
Virtual assistants can respond to customer inquiries 24/7 and help save valuable agent time. Using Conversational AI, Virtual Assistants lead result-focused conversations with customers, increase self-service rates, and help decrease operational costs. The technology enables customers to interact with systems with voice, and this helps increase automation.
IGA, with a passenger capacity of 90 million, is one of the largest airports in the world. It’s the region’s most important global transfer hub with its robust infrastructure, superior technology, and high-level travel experience. IGA is a 24-hour live airport and mainly serves passengers who visit for the first time. With its visitor-centric approach, IGA positions itself as a technology-focused organization caring deeply about visitors’ experience who want to reach information and find solutions fast regardless of channel and location.
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