{"slug": "tiket-com-and-microsoft-bring-seamless-travel-services-to-life-with-ai", "title": "tiket.com and Microsoft Bring Seamless Travel Services to Life with AI", "summary": "Tiket.com partnered with Microsoft to launch CRATER, an AI-powered travel assistant built on Microsoft Azure and Foundry, which now handles over 75,000 customer interactions monthly—a 650% increase from 10,000. The assistant uses multi-agent orchestration and LLMs to provide seamless travel services, including booking updates and refunds, marking tiket.com's transformation into an AI-driven online travel platform.", "body_md": "*Read in Indonesian here*\n\nIn today’s digital era, travellers do not just compare ticket prices or destinations when planning their holidays or trips. Expectations have evolved, and travelers expect seamless journeys free from disruptions that could interfere with moments they have long been looking forward to.\n\nWhen travel plans do not go as expected—from itinerary changes to urgent refund requests—customers seek solutions that can provide immediate assistance. These evolving expectations have driven tiket.com to accelerate its digital transformation by making cloud and AI the foundation of its customer experience.\n\nThis marks the beginning of tiket.com’s AI transformation journey with Microsoft, establishing the foundation for a smarter, more adaptive, and integrated travel experience. Since partnering with Microsoft in 2023, tiket.com has strengthened its capabilities through Microsoft Azure, Azure OpenAI Service, and Microsoft Foundry to enhance service quality, reliability, and cost efficiency. This transformation has supported tiket.com’s evolution into an AI-powered online travel agent (OTA) platform that is more responsive, scalable, and customer-centric.\n\n**CRATER: An Intelligent AI Assistant Built to Meet Customers’ Needs**\n\nDelivering a truly integrated travel experience is not simply about introducing new features—it is about anticipating and resolving customer challenges quickly through automated yet simple processes. This vision gave rise to Customer Real-time & Automatic inTElligence Response (CRATER), an agentic AI assistant developed in-house by tiket.com on top of Microsoft Foundry, with an architecture designed to be flexible, secure, and capable of rapid iteration. CRATER leverages the Microsoft Foundry model catalogue to select the most appropriate large language model (LLM) for each agent and use case, without vendor lock-in. Multi-agent orchestration is powered by Microsoft AutoGen, while Foundry AI Guardrails enforce safety policies across every production interaction— enabling a new approach to customer service that is faster and more seamlessly integrated across the end-to-end travel journey.\n\nSince its implementation, CRATER has become the backbone of tiket.com’s customer service operations. This AI-powered travel assistant now handles** more than 75,000 customer interactions every month**—a **650%** increase from approximately 10,000 monthly interactions previously. This growth demonstrates how CRATER has not only expanded service capacity, but also enabled tiket.com to deliver a more responsive customer experience at a significantly greater scale.\n\n“At tiket.com, we believe that the best travel experiences are built not only on fast service, but also on the ability to understand customers’ needs and deliver the right solutions at the right time. By integrating AI into our application, built on the Microsoft Azure ecosystem, we are introducing a new way for customers to personalize their travel services with greater speed, convenience, and seamless connectivity throughout every step of their journey,” said **Irvan Bastian Arief, PhD, Vice President of Data and AI, tiket.com**.\n\nCRATER is designed as an intelligent assistant that empowers customers to plan and manage their travel with ease. The AI agents embedded within CRATER can understand customers’ needs through a single in-app conversation—from checking booking status and receiving travel updates to processing refund requests and adding additional services—all without requiring customers to switch channels or repeat the same process.\n\nCRATER’s strength lies in its ability to interpret customers’ intent through natural, everyday language and translate it into actions that can be executed directly within the system. Once a customer’s request is understood, the system automatically connects with real-time operational data—including bookings, payments, and refunds—enabling responses that are not only informative, but also actionable.\n\nPowered by the Microsoft Azure ecosystem, CRATER is built on a scalable and resilient foundation capable of supporting high volumes of customer interactions. Beyond enhancing the customer experience, CRATER also improves operational efficiency by reducing the workload of customer service teams while increasing agent productivity. More than just a technological innovation, CRATER represents a meaningful advancement in delivering impactful customer experiences.\n\n**More Meaningful, More Interactive Customer Experiences with the ****‘halo tiket’** Agentic AI\n\n**‘halo tiket’** Agentic AI\n\nIn digital travel services, the customer experience is often defined not when everything goes according to plan, but when unexpected issues arise. How quickly a platform responds, understands customers’ needs, and helps resolve their concerns has become a key differentiator in building customer trust.\n\nTo address this need, tiket.com introduced **halo tiket**, an agentic AI solution built on the Microsoft Azure ecosystem to transform customer service into a faster, smarter, and more integrated experience, enabling customers to access effective solutions that help resolve their issues more easily. Since its implementation, halo tiket has helped reduce average handling time while improving initial customer response time.\n\nInterestingly, the greatest challenge in developing halo tiket was not the technology itself but aligning diverse teams around a shared vision. The solution was developed entirely through cross-functional collaboration among tiket.com’s internal teams, including Customer Service, Customer Experience, Product, Technology, Design, and Data Science. This demonstrates how collaboration, shared goals, and mutual trust across teams are essential to transforming data into digital solutions that are reliable, relevant, and easy for customers to use.\n\nThis approach has enabled halo tiket to evolve from a chatbot into a representation of how customer service at tiket.com is transforming—from a function focused on responding to cases into one that is more proactive, responsive, and solution-oriented. This transformation is also reflected in a **high customer satisfaction (CSAT) score of 84.6%** following the implementation of the AI-powered solution.\n\nFor tiket.com, customer service is no longer simply a support function, but an integral part of building customer loyalty and driving business growth. Powered by cloud and AI, halo tiket enables faster, more responsive, and more targeted customer service. The solution automates up to **87%** of all customer inquiries, equivalent to approximately **65,000 conversations each month**. This automation allows customer service teams to dedicate more time and focus to resolving more complex cases that require deeper attention.\n\n**Building Travel Experiences Driven by Innovation**\n\nGuided by its vision to become the most loved travel and lifestyle platform in Indonesia and Southeast Asia, tiket.com sees innovation as a reflection of how technology not only supports operations, but also redefines how customers interact, make decisions, and fulfill their travel needs more quickly and seamlessly.\n\n“Together with tiket.com, Microsoft is driving innovation that accelerates Agentic AI-powered digital transformation to deliver solutions that create meaningful impact on the customer experience. Through the Microsoft Azure ecosystem, we are enabling smarter, more responsive, and more relevant services that address customers’ evolving travel needs,” said **Fiki Setiyono, Azure Go to Market Lead, Microsoft ASEAN**.\n\nLooking ahead, this digital transformation journey represents a long-term commitment to delivering experiences that are increasingly seamless, personalized, and relevant for every customer. As the underlying technology continues to evolve, the collaboration is expected to unlock broader opportunities for innovation—not only to further enhance service quality, but also to set a new benchmark for digital travel experiences that serve travelers both within Indonesia and around the world.\n\n**###**\n\n[English (United States)](https://www.microsoft.com/en-us/locale)\n\n[Consumer Health Privacy](https://go.microsoft.com/fwlink/?linkid=2259814)\n\n[Sitemap](https://www.microsoft.com/en-us/sitemap1.aspx)\n\n[Contact Microsoft](https://support.microsoft.com/contactus)\n\n[Privacy](https://go.microsoft.com/fwlink/?LinkId=521839)\n\n[Manage cookies](#)\n\n[Terms of use](https://go.microsoft.com/fwlink/?LinkID=206977)\n\n[Trademarks](https://go.microsoft.com/fwlink/?linkid=2196228)\n\n[Safety & eco](https://go.microsoft.com/fwlink/?linkid=2196227)\n\n[Recycling](https://www.microsoft.com/en-us/legal/compliance/recycling)\n\n[About our ads](https://choice.microsoft.com)", "url": "https://wpnews.pro/news/tiket-com-and-microsoft-bring-seamless-travel-services-to-life-with-ai", "canonical_source": "https://news.microsoft.com/source/asia/2026/07/14/tiket-com-and-microsoft-bring-seamless-travel-services-to-life-with-ai/", "published_at": "2026-07-17 18:01:19+00:00", "updated_at": "2026-07-17 18:28:44.326249+00:00", "lang": "en", "topics": ["artificial-intelligence", "ai-products", "ai-tools", "ai-agents", "large-language-models"], "entities": ["tiket.com", "Microsoft", "Microsoft Azure", "Azure OpenAI Service", "Microsoft Foundry", "CRATER", "Irvan Bastian Arief"], "alternates": {"html": "https://wpnews.pro/news/tiket-com-and-microsoft-bring-seamless-travel-services-to-life-with-ai", "markdown": "https://wpnews.pro/news/tiket-com-and-microsoft-bring-seamless-travel-services-to-life-with-ai.md", "text": "https://wpnews.pro/news/tiket-com-and-microsoft-bring-seamless-travel-services-to-life-with-ai.txt", "jsonld": "https://wpnews.pro/news/tiket-com-and-microsoft-bring-seamless-travel-services-to-life-with-ai.jsonld"}}