Arzum: Transforming Customer Engagement with Jetlink Conversational AI

Arzum’s journey with Jetlink’s AI-powered conversational assistant has been transformative. The brand has successfully reduced operational burdens, increased customer engagement, and delivered faster, more accurate support. With Jetlink as a technology partner, Arzum continues to lead the way in customer experience within the small home appliances industry.

Products & Services Used

Challenge

Arzum experienced a surge in customer interactions, especially related to detailed product inquiries, after-sales support, order and shipping tracking, and warranty services.

The increasing volume of repetitive inquiries created a significant burden on their call center, leading to inefficiencies in customer service and long response times. This problem required a scalable, AI-powered solution to improve operational efficiency while enhancing the overall customer experience.

To address these challenges, Arzum partnered with Jetlink to deploy an AI-powered conversational assistant that could automate a wide range of customer interactions. The solution involved deploying JetBot, JetChat, and JetInsight across both the website and WhatsApp channels.

The AI assistant was tasked with:

Providing detailed product information and user manuals
Offering real-time order and shipping status updates
Addressing technical support inquiries and warranty services

By using Jetlink’s powerful AI capabilities, Arzum’s chatbot ensures fast, accurate, and personalized responses to customers, automating processes that previously burdened their customer service teams.

Solution

Results

Since implementing Jetlink's conversational AI, Arzum has achieved impressive results:

6,500+ monthly conversations on average
99.84% automatic resolution rate, dramatically reducing the need for human intervention
98% intent recognition accuracy, ensuring precise responses to customer queries
Significant improvement in response time and overall customer satisfaction, allowing customer service agents to focus on more complex issues

These results have not only reduced operational costs but have also enhanced the overall customer experience, with faster responses and more accurate information being delivered around the clock.

6,500+

Monthly Conversations

99,8%

Automatic Resolution Rare

98%

Intent Recognition Accuracy

The success of Arzum’s conversational assistant can be attributed to the comprehensive capabilities of Jetlink’s AI suite:

Intent detection and dynamic routing to direct customer queries to the most relevant response
Conversational form filling to capture customer data and automate lead generation
Omnichannel integration for seamless communication across web and WhatsApp channels
Large Language Model (LLM)-powered natural dialogue, ensuring a human-like conversation experience
Seamless CRM integration for smooth handoffs between the chatbot and live agents when needed

Jetlink Features Utilized

Roadmap & Future Enhancements

Looking ahead, Arzum plans to expand the capabilities of their chatbot with the following developments:

Voice-based assistant integration (JetVoice) to enhance customer experience through voice interactions
Integration with JetMarketplace to automate question and answer management for Arzum’s online marketplace, providing AI-driven responses for customers
Integration with additional social media platforms (Instagram, Facebook) for broader customer engagement
Expanded chatbot functionalities for more complex support tasks, such as personalized product recommendations and upselling.

Conclusion

About Arzum

Industry: Electronics / Small Home Appliances

Company Size: Enterprise

Headquarters: Rüzgarlıbahçe Mahallesi, Kavak Sokak No:20, Beykoz, Istanbul, Türkiye

Arzum, founded in 1975, has built a strong legacy in the home appliance industry, known for its innovative approach to making everyday life easier. The brand offers a diverse range of kitchen appliances, home care products, and smart devices that combine functionality, modern design, and advanced technology. Arzum has become a household name in Turkey and beyond, with millions of customers relying on its high-quality, durable, and reliable products. The company’s dedication to customer satisfaction and continuous innovation has solidified its place as a leader in the home appliances sector, offering solutions that elevate the daily experiences of its users.

Trusted by business worldwide

150+

What is next?

BYD Türkiye is planning to expand the capabilities of ChatBYD with the following developments:
- Integration with social media platforms (Instagram & Facebook)
- Voice-based conversational assistant (JetVoice)
- Dealer reputation and review management via JetLocation

These initiatives aim to further elevate the customer experience across all digital channels.

Conclusion
ChatBYD is more than a chatbot—it is a strategic tool supporting BYD Türkiye’s digital transformation vision. With Jetlink as a technology partner, BYD Türkiye has not only improved operational efficiency but also redefined how customers interact with the brand across channels.

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