Yapı Kredi Customer Story

"While implementing this project, we put the user experience at the center of the business. We paid close attention to dialog flows and menu design. We built a system where users can easily communicate with natural expressions. The increase in customer satisfaction rates shows that we have achieved this."

YAPI KREDI

The Challenge

Yapı Kredi contact center served with touch-tone IVR system. Customers had to listen to the full menu and start navigating across menus by dialing. This was affecting the customer experience negatively by extending the call duration and increasing customer effort.

The Solution

Sestek Conversational IVR technology was deployed in the Yapı Kredi contact center. Customers started to reach the relevant menu in a much shorter time by speaking rather than dialing. The implementation reduced the time customers spent navigating and significantly increased customer satisfaction.

Company name

Yapı Kredi

Company size

Enterprise

Pain point

Slow touch-tone IVR

Sestek product used

AI Agents

About company

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. Serving more than 13 million customers with more than 840 branches, this bank has a pioneering role in the Turkish financial sector.

Summarize with AI

More success stories from SESTEK

Ajman Bank enhances customer experience with MENA's first AI banking avatar

Ajman Bank deployed SESTEK's Agentic AI-powered Avatar across its digital and physical channels, a visual assistant that engages customers in real-time voice and visual interactions, guiding them naturally through banking transactions in Arabic and English.

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.

Groupama Serves Customers 24/7 with GUPI The Virtual Assistant

GUPI meets 1 out of every four customer requests at Groupama. While this automation solution reduces the additional workload of the agents, it ensures customer satisfaction by providing accurate information faster.

TUR Assist Elevated Quality Management with Analytics

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.

Arçelik Hits 70% autonomous call resolution with SESTEK Agentic AI

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.

Immigration Office Empowers Multilingual Call Center With AI

Using AI-powered conversational technologies by SESTEK, the Directorate of Immigration Management improved caller experience by presenting speech-enabled IVR navigation in 7 different languages.

Leading E-retailer Maximized Call Center Performance with Speech Analytics

Teknosa leads the technology retail sector in Türkiye with a diverse range of products, from electronics to home appliances, delivering innovative, customer-focused services. Teknosa enhanced its call center performance by using speech analytics and automated quality management (AQM) solutions.

ING Turkey Automates Collection Calls with Conversational AI

ING Turkey is the 1st bank to use Conversational AI in collection call process in Turkey. Using Conversational IVR technology, ING Turkey digitizes the customer experience and benefits from automation to reduce agent workload.