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Transforming Customer Engagement in Turkish E-commerce: Vestel's Journey with Jetlink's AI-Powered Digital Assistant

In 2022, Vestel, the leader in the Turkish e-commerce sector, embarked on a strategic partnership with Jetlink to transform customer engagement.

This collaboration marked a turning point in Vestel's customer engagement strategy, leading to the integration of Jetlink's innovative Digital Assistant and Chatbot. Additionally, the project included a system enabling customers shopping in Vestel stores to directly communicate with the store.

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Products & Services Used

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96%

 Query Accuracy

70,000+

المحادثات الشهرية

99,44%

Intent match accuracy

About Vestel

Industry:
 Electronics, E-commerce

Company size:
Enterprise

HQ location:
Vestel's HQ location is Manisa, Turkey.

Vestel is one of Turkey's leading technology companies, boasting a strong presence in e-commerce with its wide range of products. Jetlink, on the other hand, is a technology company specializing in artificial intelligence and machine learning, developing solutions that make customer engagement smarter and more efficient.
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There are thousands incoming messages from our customers monthly. It would be impossible to answer all questions without Jetlink Conversational AI Platform.
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Hazal Sarıkaya

Digital Experience Specialist

What is next?

Vestel’s collaboration with Jetlink has created a significant transformation in customer engagement. The integration of Jetlink’s LLM RAG technology has made customer service more conversational and effective, enhancing customer satisfaction in both stores and digital channels. Vestel aims to further improve customer experience and maintain its leadership in the sector with these innovative solutions. This strategic partnership with Jetlink continues to set new standards for customer engagement in the Turkish e-commerce sector.

An average of 70,000 conversations per month!

حسّنت تقنية LLM RAG من Jetlink بشكل ملحوظ تفاعلات العملاء. حقق روبوت المحادثة معدل فهم للعملاء تجاوز 96%، موفرًا ردودًا سريعة ودقيقة عززت رضاهم. وتمت إدارة ما معدله 70,000 محادثة شهريًا بنجاح من خلال هذا النظام، مما خفف العبء على مركز الاتصال. كما عززت زيادة التواصل عبر تطبيقات الهاتف المحمول وقنوات واتساب تفاعل العملاء. بالإضافة إلى ذلك، ساهم مشروع التواصل داخل المتجر في توسيع نطاق التحول الرقمي لتجربة العملاء في المتاجر الفعلية.

Vestel aimed to increase efficiency in customer service and boost customer satisfaction. The primary challenges were managing high volumes of customer queries, reducing waiting times, and establishing more personalized communication with customers. Additionally, there was a need for a solution that would allow customers shopping in physical stores to directly communicate with the store.

Over 96% accuracy in understanding customer queries.

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