VIRTUAL ASSISTANT CASE STUDY

ACCELERATING DIGITAL TRANSFORMATION WITH VIRTUAL ASSISTANTS

THE CUSTOMER

Kuveyt Turk ranks first in size of assets among participation banks and operates with 435 branches and 6,000 employees in Turkey.

THE PROBLEM

Kuveyt Turk aimed to implement digital assistant technology to provide faster and more efficient services to its customers within the scope of its digital transformation process.

THE SOLUTION

Kuveyt Turk developed the Digital Assistant Selim in collaboration with Sestek. Thanks to Sestek’s expertise in Conversational Technologies, Selim understands what customers mean by their expressions, answers their questions, makes financial calculations, and directs customers to the menus of digital channels without the need of live agents.

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6.2 Million
Customer
Questions
Answered
by Selim

quote-leftIt is of great importance to work with right business partners when implementing important projects such as digital transformation. We are happy to be developing solutions with Sestek, an expert in dialog-based artificial intelligence applications.

DIGITAL TRANSFORMATION GROUP MANAGER
KUVEYT TURK

The Results

6.2 MILLION QUESTIONS
ANSWERED IN
2.4 MILLION CUSTOMER
INTERACTIONS*

*12-month period

29% DECREASE IN
INFORMATION REQUESTS
FROM CUSTOMERS
AT DIGITAL CHANNELS
97% ACCURATE
WORD-BASED
RECOGNITION
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Since its establishment in 1989, Kuveyt Turk has been operating in the field of interest-free finance. It ranks first among active participation financial institutions and 10th in the entire banking sector. The first R&D center in Turkey which was implemented by a financial institution, established by Kuveyt Turk in 2010. Kuveyt Turk is the only financial institution that has two R&D centers in Turkey today.

ABOUT SESTEK VIRTUAL ASSISTANT

Virtual Assistants enable companies to listen, understand and answer customers’ needs through an intelligent and intuitive conversational interface. Using Conversational AI, Virtual Assistants lead result-focused conversations with customers, provide them 24/7 self-service, and help decrease companies’ operational costs.

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