TEB Case Study

"SESTEK Voice AI Agent removes complicated menus from traditional IVR, guides customer's callers to the right destination faster, and allows them to complete their transactions with ease. Our customers' quick adaptation to this technology is the proof of success."

Head of Contact Center

The Challenge

TEB provides 24/7 phone banking services to its customers. A high volume of calls to its agents through traditional IVR negatively affects waiting time and the overall customer experience. TEB needed an effective and user-friendly solution to provide an improved experience with the help of self-service.

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The Solution

With Voice AI Agent technology, customers are welcomed by the voice response system and successfully routed to the correct menu without the need for live agents. The implementation was done without the need for any additional upgrades to the existing IVR infrastructure, and it helped increase IVR completion rates by 5% and resulted in 250K USD cost savings annually.

Company name

TEB

Company size

Enterprise

Pain point

Low IVR completion rates

Sestek product used

AI Agents

About company

TEB is one of the oldest financial services groups in Turkey. TEB has been aggressively expanding its retail network in Turkey ever since and had more than 500 branches. The bank is ranked the 11th largest bank in Turkey.

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