AI Support Notice
9.1. First message in the chat window
"Hello, I'm Defne, Otelyar's AI support assistant. I am not a human. What you write is sent to our AI provider Anthropic (USA) to generate replies. Please do not share card details, passwords or health information. You can reach a human agent at any time: destek@otelyar.com. Details: AI Support Notice · Privacy Policy."
9.2. Who Defne is
Defne is an AI assistant that Otelyar uses for customer support. It introduces itself as AI at the start of the conversation. Defne's replies are generated automatically and may contain errors. The binding terms of your booking are those shown at the payment step and in the confirmation email.
9.3. What Defne can and cannot do
| Can | Cannot |
|---|---|
| Answer your questions | Make new bookings |
| Show booking details after identity verification | Change dates |
| Resend the confirmation email | Refund outside the terms or waive penalties |
| Pass special requests (such as late check-in) to the hotel | Postpone or cancel a payment |
| Start a cancellation | Complete a cancellation without your confirmation |
Booking details are shown only after you enter the 6-digit code sent to the email address on the booking. A cancellation takes effect only when you click and confirm the link sent to the same address. These limits are enforced in software.
9.4. Your data
- Data processed: Chat content, booking details if verification is completed, language and hashed IP address.
- Purpose: Answering your question and handling your request (performance of a contract); service quality and security (legitimate interest).
- Transfer: Chat content is sent to Anthropic (USA) to generate replies. Anthropic processes this data on Otelyar's behalf and does not use it to train its own models under its commercial terms. Notification summaries of conversations may be sent to our team via Slack (USA).
- Retention: Chat records are kept for 12 months.
- Your rights: KVKK Information Notice Section 1.6 and Privacy Policy Section 2.10.
9.5. Human support
If you are not satisfied with Defne's reply, want to challenge a decision or wish to speak to a person, write to destek@otelyar.com. Human contact details are always shown in the chat.