Grade A · 3 Jan 2024
ACI Insights blog
Supports the reported status: Deployed.
Istanbul Airport
Sestek virtual assistant for iGA Istanbul Airport on app, web, WhatsApp and phone
Current reported state
Deployed
iGA Istanbul Airport answers passenger questions through a virtual assistant from Sestek, a Turkish company that now markets the product as AI Agents. Sestek's case study says the assistant responds around the clock without live agents on the mobile app, WhatsApp and the phone line, and that it has answered more than 1 million visitor questions and saves 1,000 hours of agent time a month. International Airport Review reported in May 2025 that the chatbot uses natural language processing and also runs on the website and social media.
The figures have grown over time and all come from Sestek or the airport. An earlier Sestek blog post reported more than 275,000 questions answered and an 18% improvement in NPS on the WhatsApp channel, and an ACI blog of 3 January 2024 said the assistant handles more than 1,000 question types and also runs guidance robots in the terminal.
The case study and earlier blog carry no dates. Containment rates and how often passengers are passed to a human agent had not been published as of 16 October 2026.
What supports the record?
Sources are attached to individual claims. An operator statement supports a reported status; it does not, on its own, establish an independently measured benefit.
Grade B · 26 May 2025
International Airport Review
Supports the reported status: Deployed.
Grade B · Date pending
Sestek case study
Supports the reported status: Deployed.
Grade B · Date pending
Sestek blog
Supports the reported status: Deployed.
Live data from the Aerostack register. Status reflects published evidence only. See Our approach for how records are graded.