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

CHALLENGE

Vestel's Customer Services handles thousands of requests every day, from faults and installations to service appointments and status checks. Many of these requests still followed a traditional journey: customers navigated a keypad-based IVR, and routine requests often ended up with a customer service representative. This created unnecessary waiting for customers and significant workload for agents.

The challenge became even more visible during peak periods, when large numbers of customers needed support at the same time for a variety of reasons. Vestel needed an approach that could handle routine requests at high volume and allow its agents to focus on more complex cases.

THE SOLUTION

Vestel deployed a Voice AI Agent powered by SESTEK Agentic AI to handle routine customer requests through natural conversation. Instead of navigating a keypad-based IVR or waiting for an agent, customers can simply explain what they need. The Voice AI Agent understands the request, determines the appropriate action, and completes the process end to end, from troubleshooting and sending solution SMS messages to creating fault and installation records, scheduling service appointments, and checking request status.

The Voice AI Agent now resolves 75% of calls end to end, including 87% of installation requests, while achieving a 95% customer satisfaction (CSAT) score.

Every call, whether handled by the agent or by a person, is analyzed with SESTEK Analytics, which keeps quality in check and shows where to improve next. And because more problems are now solved over the phone, fewer service dispatches and field visits are needed.