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.

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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.

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