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ETSTur: Redefining Travel Assistance with Agentic AI

Founded in 1991, ETStur is Türkiye’s leading travel and tourism brand, offering a wide range of services including hotel bookings, holiday packages, tours, and flight reservations. With decades of expertise and a customer-first approach, ETStur serves millions of travelers both online and offline, shaping the future of digital travel experiences.

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Products & Services Used

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Challenge

As Türkiye’s tourism market rapidly digitized, ETStur experienced a sharp increase in online customer interactions. Travelers were demanding instant answers to queries about hotel availability, booking modifications, cancellations, and refunds.

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The high volume of repetitive requests created:

  • Pressure on call center teams
     

  • Longer waiting times during peak holiday seasons
     

  • A need for scalable, 24/7 support without compromising customer satisfaction

ETStur partnered with Jetlink to launch a next-generation digital assistant powered by Agentic AI. Unlike traditional intent-based bots, ETStur’s assistant operates on Agentic AI infrastructure, combining dynamic orchestration, real-time tool calling, and scalable automation.

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Currently active on the web channel, the assistant provides:

  • Instant hotel search and reservation support
     

  • Booking management (cancellations, refunds, modifications)
     

  • Personalized guidance throughout the travel journey
     

  • Seamless live agent handoff for complex cases

Solution

Results

Since its launch, ETStur’s AI assistant has delivered measurable business impact:​
 

  • 17,000 monthly unique users

  • 80% of conversations resolved automatically without human intervention

  • 90% of usage focused on hotel booking & management (search, reservation, cancellation/refund)
     

By automating core processes, ETStur significantly improved efficiency while enhancing customer experience at scale.

19,000+

Monthly Conversations

75,000

Average Monthly Widget Clicks

14,500

Monthly Hotel Search Queries

ETStur’s success is powered by Jetlink’s Agentic AI ecosystem:

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  • Agentic AI orchestration & dynamic tool calling
     

  • Conversational hotel search services
     

  • Seamless live agent integration
     

  • Advanced automation with JetBot & JetChat
     

  • Data-driven insights via JetInsight

Jetlink Features Utilized

Roadmap & Future Enhancements

ETStur is set to expand its digital assistant capabilities with:

  • Instagram integration via JetAgent to meet travelers on social media
     

  • Voice-enabled interactions with JetVoice
     

  • Hotel & branch review management powered by JetLocation
     

These enhancements will further strengthen ETStur’s mission to deliver personalized and frictionless travel assistance.

ETStur’s digital assistant is more than a chatbot it is a strategic AI-powered travel companion. With Jetlink as its technology partner, ETStur has transformed customer engagement by automating the most frequent travel services while providing always-on, consistent, and reliable support.

Conclusion

About Etstur

Industry:

Operates in the tourism and travel industry, offering a wide range of services including domestic and international package tours, hotel reservations, flight tickets, and personalized travel experiences.

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Founded:

Established in 1991, with a vision to make travel more accessible by combining comfort, reliability, and quality service under one roof.

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Group:
Part of a leading tourism group recognized for its strong presence in the travel and hospitality sector, serving millions of customers across multiple regions.

ETStur is a well-established travel brand that has been offering unforgettable holiday experiences for over three decades. With exclusive partnerships with hotels, resorts, and global travel providers, it caters to diverse customer needs ranging from beach vacations to cultural tours. ETS Tur reaches its customers both online and through a widespread agency network. Not limited to just travel sales, the brand’s mission is to provide its customers with memorable journeys and seamless travel experiences.

Trusted by business worldwide

150+

What is next?

BYD Türkiye is planning to expand the capabilities of ChatBYD with the following developments:
- Integration with social media platforms (Instagram & Facebook)
- Voice-based conversational assistant (JetVoice)
- Dealer reputation and review management via JetLocation

These initiatives aim to further elevate the customer experience across all digital channels.

Conclusion
ChatBYD is more than a chatbot—it is a strategic tool supporting BYD Türkiye’s digital transformation vision. With Jetlink as a technology partner, BYD Türkiye has not only improved operational efficiency but also redefined how customers interact with the brand across channels.

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