Arçelik Hits 70% autonomous call resolution with SESTEK Agentic AI

The Challenge

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.

The Solution

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.