SESTEK AI CASE STUDY

HOW YAPI KREDI AUTOMATES MANUAL PROCESSES WITH AI

THE CUSTOMER

Yapı Kredi is the first private bank established in Turkey. Serving more than 13 million customers with more than 850 branches, this bank has a pioneering role in the Turkish financial sector. Its contact center operates with 1.350 agents

THE SITUATION

Every month, Yapı Kredi’s contact center receives 30K customer notifications from different channels,  including website, mobile app, social media, and branches. The complaint management unit manually classifies these complaints and notifies the corresponding business units for resolution. This manual categorization process negatively affects the efficiency of the unit.

THE SOLUTION

Using Sestek’s AI technology, the complaint management unit now automatically diagnoses complaints, interprets their types, and assigns the necessary tasks. This solution provides a significant decrease in total time spent by customer representatives per complaint, so they can dedicate their time in solving more customer-focused issues.

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Cost saving
for 515 hrs of
labor work

quote-leftBy combining AI and RPA technologies, we started to categorize customer complaints automatically and applied a real-time complaint management. The technology not only shortened our response times, but also helped us to improve the customer experience by providing more result-oriented responses.

ÖZGÜR BATUR, MANAGER OF COMPLAINT MANAGEMENT
YAPI KREDİ

The Results

5% INCREASE
IN BUSINESS UNIT
EFFICIENCY
25% INCREASE
IN AGENT
PRODUCTIVITY
20% DECREASE
IN CUSTOMER
COMPLAINTS
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Yapı Kredi is one of the first nationwide commercial banks in Turkey and is the third-largest publicly-owned bank in Turkey by its asset size. It has more than 13 million customers with its contact center of 1.350 agents and complaint management unit of 67 agents.

ABOUT SESTEK AI

Sestek AI technology automatically classifies customer notifications such as complaints, suggestions, and requests with a success rate of 93% in less than a second. The technology allows companies to improve customer experience by enabling them to respond to customers faster and more result-oriented.

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