A global leader in home appliances and consumer electronics, Arçelik, manages high volumes of customer service calls across multiple markets every day. With SESTEK's Agentic AI, Arçelik built a scalable model that automates routine calls while keeping the human touch that defines its service.
OF CALLS HANDLED END-TO-END BY AGENTIC AI
OF CASES RESOLVED WITHOUT HUMAN INTERVENTION
CALLS HANDLED AUTONOMOUSLY EVERY MONTH
“ AI's real impact on call center processes goes beyond speed and automation; it shows up in how it enriches the human experience. At Arçelik, we always put people at the center of customer service, positioning technology as a partner that strengthens that experience. With the Agentic AI solution we built together with SESTEK, we deliver faster, uninterrupted service to our customers while freeing our teams to focus on more complex, high-value work. We see AI not as a tool for standardizing quality, but as a strategic lever that makes the human touch even more meaningful. We believe this approach will carry our leadership in customer experience into the future.
SENIOR DIRECTOR OF CUSTOMER SERVICES, ARÇELIK
Arçelik's call centers managed high volume service requests across 46 product lines, including scheduling appointments, collecting customer details, tracking missing parts, and processing replacement payments. Every call required agents to confirm installation details, check customer history, and coordinate logistics, all without compromising service quality. This was a process that demanded significant time and staffing.
This grew even harder during peak seasons, when call volume spiked, pushing Arçelik to look for automation. Scaling with human agents alone meant either growing headcount fast or risking service quality right when demand was highest.
Arçelik needed a solution that could manage this volume without losing the human touch behind its customer service success. The goal wasn't to replace people. It was to empower them.
Arçelik deployed SESTEK's Agentic AI-powered solution to autonomously manage its high-volume call center operations across all product lines. Operating in the cloud, the system confirms customer requests, gathers customer information, and schedules service appointments end to end.
Today, SESTEK Agentic AI autonomously handles more than 500,000 calls every month. 65% of these calls are now handled end-to-end by Agentic AI alone. Currently, 70% of calls are resolved without any human intervention, freeing agents to focus on complex, high-value requests while delivering scalable, intelligent automation across the entire operation.
Built on a hybrid AI approach that combines agentic and deterministic AI, SESTEK AI Agents move beyond scripted automation. Powered by advanced LLMs, Agentic AI enables intelligent decision-making, contextual awareness, and multi-turn task orchestration, learning from past interactions and ensuring compliance with minimal human involvement. While deterministic AI provides control, reliability, and predictable outcomes. Together, they manage complex customer journeys end-to-end and deliver consistent, high-quality customer experiences beyond simple automation.
Arçelik is a global leader in home appliances and consumer electronics, operating across multiple markets and brands with a strong commitment to innovation and customer-centricity. A testament to its customer experience success, Arçelik is the first and only brand named "Lovemark" for 17 consecutive years, serving millions of customers through its call center operations spanning 46 product lines, combining scale with a personalized, human-centered approach to service.
Let’s go into detail on how SESTEK’s conversational solutions can improve your agent and customer experience
