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.
OF CALLS HANDLED END-TO-END BY AGENTIC AI
FIRST-CALL RESOLUTION RATE (FCR)
AUTOMATION IN REQUEST LOGGING
“ In collaboration with SESTEK, we transformed our consumer experience operations into an intelligent, data-driven structure. Agentic AI now analyzes and resolves consumer requests at the first point of contact, helping us respond faster while increasing our teams' efficiency. Through automated resolution and real-time context handoff to live agents, 44% of our calls are now resolved end-to-end by AI, including 7 out of every 10 outage reports during crisis moments. This transformation has strengthened our operational resilience while measurably improving both consumer and employee experience.
GENERAL MANAGER, OEDAŞ BY ZORLU ENERGY
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.
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.
SESTEK Agentic AI Built on a hybrid AI approach that combines agentic and deterministic AI, SESTEK AI Agents move beyond scripted automation. Powered by advanced LLMs, Agentic AI enables intelligent decision-making, contextual awareness, and multi-turn task orchestration, learning from past interactions and ensuring compliance with minimal human involvement. While deterministic AI provides control, reliability, and predictable outcomes. Together, they manage complex customer journeys end-to-end and deliver consistent, high-quality customer experiences beyond simple automation.
Zorlu Energy is one of Türkiye's leading integrated energy companies, with nearly 30 years of experience across generation, distribution, and renewable energy. Through OEDAŞ, its distribution subsidiary, Zorlu Energy delivers electricity to nearly 3 million people across five provinces in Türkiye.
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