Zorlu Energy Resolves 1 in 2 Calls with SESTEK Agentic AI

The Challenge

Zorlu Energy operates a high-volume call center, where the goal was to deliver fast, uninterrupted service to customers even during peak periods. Repetitive transactions were increasing the operational load on live agents, extending resolution times, and making it harder to sustain service quality during critical moments. Zorlu Energy needed an intelligent, data-driven operational model that could improve customer and employee experience together, while scaling with demand.

The Solution

Zorlu Energy deployed SESTEK's Agentic AI-powered customer experience solution, enabling customer requests to be analyzed and resolved at the first point of contact. Today, nearly 3 in 4 calls are solved on the first contact, and 1 in 2 requests are logged and handled entirely by AI. When necessary, the system transfers the full conversation context to a live agent for a seamless handoff, freeing agents to focus on more complex, high-value requests and lifting overall agent productivity by 10%. Throughout the operation, data is continuously analyzed, making customer experience and operational performance consistently measurable. Resulting in a more efficient, resilient, and scalable service model.