Through Pegasus Innovation Lab, the airline invested in Zingly.ai and now uses its platform to answer incoming calls in natural conversation, starting in Turkish.
The system keeps the context of the conversation and connects to Pegasus’s existing systems, completing requests such as flight changes and baggage or fee refunds during the call, so guests don’t have to be transferred to another channel. The roadmap covers ten core customer service areas through mid-2027, with more languages to follow in later phases. The company says the goal is to serve every guest in their preferred language without growing its customer service headcount.
Source
Anadolu Ajansı
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