About Eczacıbaşı

Industry: Healthcare

Company size: Enterprise

HQ location: Istanbul, Türkiye

Dynavit, Eczacıbaşı's trusted brand for vitamins, minerals, and food supplements, is dedicated to supporting the diverse health needs of individuals in today's fast-paced world. With a commitment to improving overall well-being, Dynavit offers a comprehensive range of high-quality products tailored to every age group. Backed by Eczacıbaşı’s pioneering approach in health, Dynavit focuses on preventive care, early diagnosis, and innovative treatments to help you lead a healthier and more fulfilling life.

We are having a blast working with Jetlink. We were able to find just what we need with this tool: Quick solutions with the Agile method and careful work in all processes with regular updates and quick customer support. The workflow is amazing. Customer experience and customer satisfaction are very important to our company. Thanks to the Jetlink chatbot and live support solutions, we optimized customer communication and increased customer satisfaction. We cannot think of our website, which gets high traffic daily, without Jetlink.

Murtat Akgöz

Insight and Call Center Manager

Before the introduction of the chatbot, Dynavit faced challenges in managing high customer interaction volumes, ensuring consistency in responses, and maintaining a seamless customer experience across multiple channels. Manual handling of queries led to delays and occasional discrepancies in the information provided.

Besides, Besides, consumers also desired quick and accurate information about Dynavit products, including health supplements, vitamins, and their respective benefits. This demand for real-time, accessible product information further highlighted the need for an automated solution to enhance customer engagement and satisfaction.

Challenges Addressed

Solution Details

Dynavit Aradığın Destek leverages a full large language model (LLM) solution to handle customer interactions seamlessly. The system uses a robust knowledge base of 217 topics, covering a wide range of queries related to health supplements, product information, and more.

The solution provided by Dynavit Aradığın Destek includes: Full LLM Integration: Powered by Jetlink Genius ensuring high-quality, natural language interactions with customers.

Channel Support: The bot operates on both WhatsApp and web channels, providing consistent and accessible support to all users.

Customized Prompts for Compliance: The system is enhanced with specialized prompts to ensure responses adhere to legal declarations and company guidelines, preventing the chatbot from giving inappropriate or non-compliant answers.

WhatsApp Permissions Integration: A tailored welcome message has been implemented for the WhatsApp channel, securing customer permissions effectively before interactions.

Technologies Used

The project leveraged several advanced technologies developed by Jetlink, including LLM RAG (Retrieval-Augmented Generation) technology. These technologies allowed Dynavit chatbot to engage with customers in a more conversational and human-like manner, significantly enhancing the customer experience.

Dynavit's chatbot was integrated across various platforms, including the Dynavit website, and WhatsApp, making it accessible to a broader audience. Additionally, in 2024, Jetlink developed a product intent feature for Dynavit, enabling customers to ask detailed questions about Dynavit's products directly through the chatbot.

Prior to implementing the chatbot, Dynavit encountered significant difficulties in effectively managing a growing volume of customer interactions across various channels. The manual process of handling these queries not only led to slow response times but also resulted in inconsistent information being provided, affecting customer satisfaction. Additionally, ensuring uniformity in responses across different platforms proved to be a challenge, further complicating the customer support experience. These issues collectively hindered the company’s ability to maintain a high standard of customer service and created inefficiencies in managing inquiries in a timely and accurate manner.

Enhanced Response Quality: Thanks to the upgraded large language model and renewed research and development efforts, response quality has significantly improved, leading to more accurate and customer-friendly interactions.

Compliance & Safety: The inclusion of a customized prompt for legal compliance has helped ensure that all responses meet necessary regulatory standards, reducing the risk of delivering problematic or non-compliant information.

Seamless User Experience: The multi-channel support and efficient handling of permissions have created a more frictionless experience for customers, especially on WhatsApp, where initial interactions begin with a streamlined welcome message.

Benefits Achieved

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Metrics

Users Served: Monthly, Dynavit Aradığın Destek successfully interactes more than 10K users. Knowledge Base: The chatbot currently references 250+ topics within its information database. Channel Reach: Operates effectively on WhatsApp and web platforms, expanding customer engagement opportunities.

The implementation of Dynavit Aradığın Destek has significantly reduced response times and improved customer satisfaction. The chatbot’s integration with advanced language models has contributed to its ability to handle a high volume of queries while maintaining accuracy and adherence to compliance standards.

As Future Vision, looking ahead, Dynavit plans to further enhance its chatbot with additional features, such as expanding the knowledge base, introducing multilingual support, and leveraging more advanced natural language processing (NLP) techniques to cater to a broader audience. The company also intends to explore deeper integration with other customer service channels, ensuring a fully omnichannel experience.

Conclusion and Future Vision:

Dynavit Aradığın Destek: Revolutionizing Customer Service with LLM powered Jetlink Genius

In November 2023, Dynavit launched its cutting-edge digital assistant, "Aradığın Destek," aimed at providing efficient, personalized support to its customers across both WhatsApp and web platforms. This case study highlights the journey, impact, and innovations brought by this AI-powered solution.