How Yapı Kredi Classifies Customer Requests in Under 1 Second

Yapı Kredi's contact center handles 30K customer notifications every month from various service channels, and the classification of these requests done manually by the complaint management unit is not an effective task. With the implementation of SESTEK’s AI technology, this process is automated, resulting in substantial time savings for the business unit and enabling them to focus on more complex, customer-centric issues.

515

hour of agent time saved monthly

25%

increase in agent productivity

Industry

Finance&Banking

Company size

Enterprise

"By combining AI and RPA technologies, we started to categorize customer complaints automatically and applied real-time complaint management. The technology not only shortened our response times but also helped us to improve the customer experience by providing more result-oriented responses."

Manager Of Complaınt Management

The Challenge

Every month, Yapı Kredi’s contact center receives 30K customer notifications from different channels, including website, mobile app, social media, and physical branches. The complaint management unit manually classifies these complaints and notifies the corresponding business units for resolution. This manual categorization process negatively affects the efficiency of the unit.

‍

The Solution

Using SESTEK’s AI technology, the complaint management unit automatically diagnoses complaints, interprets their types, and assigns the necessary tasks. This solution provides a significant decrease in total time spent by customer representatives per complaint, so they can dedicate their time to solving more customer-focused issues.

Company name

Yapı Kredi

Company size

Enterprise

Pain point

Manual complaint classification

SESTEK product used

Analytics

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

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.

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.

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.