The document discusses the growing importance of chatbots in customer service, particularly within the airline industry, projecting significant growth in adoption rates by 2020. It highlights various statistics, such as the expected savings and efficiency gains from chatbot usage. Additionally, it outlines the capabilities of Turkish Airlines' chatbot 'Boti' and its features for enhancing customer experience.

1. HOW STUFF WORKS?
CHATBOT
Mustafa Ekrem KENTER

2. TURKISH AIRLINES BOTI
+90 850 333 0849 Turkish Airlines m.me/tkboti
wa.me/908503330849
@tkboti_bot

3. One-fourth of the world
population is using messaging
applications.

5. INSIGHTS FOR THE FUTURE
85%
Customer Interactions will be
handled without a human agent
2020
Gartner
50%
Of Enterprises will spend more
on chatbots than mobile apps
2021
Gartner
$8 Bn.in cost savings from the use of
Chatbot conversations
2022
Juniper Research
2.5Bn.hours will be saved by businesses
and consumers combined
2023
Juniper Research

7. Airline Chatbot Usage (SITA)
Although chatbots hold much promise for the
airline industry, in late 2017 SITA calculated that
only 14% of airlines and 9% of airports were
using the technology. However, by 2020 the
company projects 68% of airlines and 42% of
airports are planning to adopt AI-driven chatbot
services.
2020 %68
2017 %14

8. Drift
CHATBOT USE CASES

9. AIRLINE CUSTOMER EXPERIENCE BEHAVIOUR

10. EARLY STUDIES - AIRLINES

11. CURRENT - AIRLINES

12. Turkish Airlines - Boti
Availability search
Promotions
Check-in assistant and mobile boarding pass
Flight status
Airport maps

13. BUILDING
A CHATBOT

14. TYPES OF CHATBOTS
Contextual
Keyword Recognition
Menu/Buttons

15. HUMAN – MACHINE INTERACTION
What can possibly can go wrong?

16. HUMAN – MACHINE INTERACTION
What can possibly can go wrong?

17. HUMAN – MACHINE INTERACTION
What can possibly can go wrong?

19. PLATFORMS BASED ON TURKEY

20. PLATFORMS WE TRIED
Microsoft Bot Framework
Amazon Lex

21. INTENT MATCHING
Flights to New York
Is there any flight to Istanbul from New York?
What is the cheapest flight from SFO to NY tomorrow?
$from
$to
$date
$type
Availability
Intent

22. CONTEXT

23. FULFILLMENT FLOW

24. INTERESTING, TELL ME MORE

25. 4 Hour Workshop(TBA)
Building a Serverless Chatbot
ekremkenter.com
THANKS