Groupama Case Study

"Not only for our customers but also for our partners [brokers], we want to be accessible 24/7 and be able to respond to their inquiries fast. With the virtual assistant we developed with Sestek, we are improving the experience of our whole ecosystem."

Chief Technology Officer

The Challenge

Groupama Sigorta Turkey aimed to provide their customers a 24/7 accessibility, minimize waiting times and increase customer satisfaction through web and call center channels, but without increasing its operational costs.

‍

The Solution

Using Virtual Assistant technology, Groupama customers can now self-serve by interacting with GUPI as if they are talking or chatting with a live agent 24/7 with conversational AI.

Company name

Groupama

Company size

Enterprise

Pain point

Limited service availability

SESTEK product used

AI Agents

About company

Groupama is a French insurance group headquartered in Paris with operations in 10 countries. The company is active in Turkey since 2009 and continues its progress with its constantly improving practices, quality management system, people-oriented approach, and business continuity policy.

Summarize with AI

More success stories from SESTEK

Zorlu Energy Resolves Nearly 1 in 2 Calls with SESTEK Agentic AI

A leading energy provider, Zorlu Energy manages high-volume electricity distribution operations. With Agentic AI, it built a data-driven model sustaining service quality at 10x call volume while enhancing customer and agent experience.

Beko Hits 70% autonomous call resolution with SESTEK Agentic AI

A global leader in home appliances and consumer electronics, Beko, manages high volumes of customer service calls across multiple markets every day. With SESTEK's Agentic AI, Beko built a scalable model that automates routine calls while keeping the human touch that defines its service.

TUR Assist Elevated Quality Management with AQM

A leading provider of assistance services in the Insurance, Automotive, and Banking sectors, TUR Assist, enhanced performance evaluation and customer experience with SESTEK’s Automated Quality Management.

Vestel moves from traditional IVR to Voice AI with SESTEK Agentic AI

One of Türkiye's leading consumer electronics and home appliances brands, Vestel receives thousands of customer requests every day, from faults and installations to service appointments. With SESTEK's Agentic AI, Vestel built a Voice AI Agent that understands natural speech and takes action, resolving routine requests end-to-end while freeing agents to focus on complex, high-value cases.

How Hepsiburada Increased QM Efficiency at Call Center

As a leading e-commerce company in Turkey, Hepsiburada brings together more than 200 million product varieties in over 30 categories. Hepsiburada implemented SESTEK’s Automated Quality Management to improve agent performance for a customer-centric approach at the call center.

Koçtaş Elevates Efficiency with Conversational IVR

Koçtaş, a leader in the home improvement retail industry, aimed to enhance the customer experience by implementing the Conversational IVR solution at its call center, maximizing operational efficiency and customer satisfaction.

QNB Türkiye Strengthened Quality Management with SESTEK Analytics

QNB Türkiye leveraged SESTEK Analytics to enhance quality management across its call operations, enabling faster insights, scalable interaction evaluation, and proactive identification of service improvement opportunities.

TEB Increased Call Completion Rates By Voice AI Agent

Formerly, a BNP Paribas Joint Venture, Turkish Economy Bank (TEB) is one of Turkey’s oldest financial institutions. TEB needed to increase the efficiency of its customer interaction center with more than 500 agents. They were looking for automation solutions to help agents with the high volume of incoming calls.