Next Generation Agentic Chatbot

Borusan Next, a brand launched under Borusan Otomotiv Group’s multi-brand and multi-channel strategy, partnered with Jetlink to transform its digital customer engagement across web and social channels. By deploying a next generation agentic chatbot, Borusan Next aimed to improve operational efficiency, increase second-hand vehicle sales, and deliver a seamless, always-on customer experience.

Products & Services Used

The Challenge

Borusan Next experienced increasing customer interaction volumes across its digital channels, particularly on the website and Instagram DM.

Key challenges included:

High message volume causing response delays
Missed sales and appointment requests
Reliance on manual processes through web forms
Growing pressure on customer service teams

As demand for second-hand vehicles increased, ensuring fast, accurate, and consistent responses became critical to maintaining customer satisfaction and operational efficiency.

Borusan Next set clear objectives for its conversational AI transformation:

Increase second-hand vehicle sales
Reduce operational workload on customer service teams
Provide 24/7 accessibility across digital channels

Elevate customer experience to a next generation level through intelligent automation

The Goal

The Solution

Jetlink implemented an agentic chatbot architecture designed to go beyond traditional rule-based interactions. The chatbot dynamically adapts to user intent and guides customers toward relevant actions and outcomes.

Key Capabilities:

32 agentic actions enabling intelligent, goal-oriented conversations
Deployment on:
- Website homepage and listing pages
- Instagram Direct Messages
Unified scenarios across all channels
Full integration with CRM, form, and appointment management systems
Dynamic conversation flows based on user intent

The chatbot supports key use cases including:

Buy a Car
Sell a Car
Buy a Motorcycle
Appointment Management
Customer Feedback
General information about Borusan Next services

Within the first three months of going live, the agentic chatbot delivered strong engagement results:

40,000+ conversations
37,930 unique users
249,874 messages sent
120,042 messages received
Significant reduction in human intervention
Noticeable operational relief for customer service teams
Customer satisfaction score ranging between 3 – 3.5 out of 5

Manual processes were replaced with instant, automated interactions, enabling users to reach relevant actions within seconds.

The Impact (First 3 Months)

40,000+

Conversations

37,930

Unique Users

249,874

Messages Sent

Products & Services Used

JetChat – Conversational infrastructure providing multiple customer touchpoints across the website and Instagram DM
JetAgent – An intelligent, agentic chatbot framework with 32 actions that dynamically guides users toward outcomes
JetInsight – Analytics layer enabling conversation analysis, performance measurement, and customer behavior insights

Unlike traditional chatbots, the agentic approach:

Adapts dynamically to user intent
Guides users toward clear outcomes rather than static responses
Automates sales, appointment, and information flows end-to-end

For Borusan Next, this meant deploying not just a chatbot, but a digital assistant actively supporting sales and customer engagement.

Why Agentic?

Roadmap & Future Enhancements

Borusan Next continues to invest in enhancing its digital experience roadmap.

The next phase includes:

Voice-based assistant integration (JetVoice)
Enabling customer interactions through voice channels
Delivering faster, more natural, and more accessible conversational experiences

This expansion will further strengthen Borusan Next’s next generation agentic experience across omnichannel touchpoints.

About Borusan Next

Industry: Automotive / Mobility

Company Size: Mid-market / Large Enterprise

Borusan Next, established in line with Borusan Automotive Group’s multi-brand and multi-channel vision, offers cash purchase, trade-in, sales, and service solutions for pre-owned vehicles of all brands, models, and ages that meet defined quality criteria, with a strong focus on trust, speed, and customer experience.

Aiming to deliver a fast, reliable, and interactive buying experience, Borusan Next also provides financing and insurance solutions through its business partners.

In addition, Borusan Next Service offers maintenance, repair, and diagnostics for all vehicle brands and models at its Kağıthane (Istanbul) and Balgat (Ankara) locations, while also showcasing fully inspected second-hand motorcycles at these locations.

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.

Ready to combine AI automation with real human connection? Let’s talk.

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