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Revolutionizing Customer Service: How Gedik Investment's Partnership with Jetlink's AI Chatbot Transformed Client Engagement and Operational Efficiency
In a bold move to redefine customer service excellence in the investment banking sector, Gedik Investment, a trailblazer with a rich history since 1991, has teamed up with Jetlink to deploy an innovative AI-powered chatbot. This strategic partnership marks a pivotal moment for Gedik Investment, known for its extensive client base and as a frontrunner in Turkey's financial market innovations.
Products & Services Used
Project Objectives
Upon establishing a collaboration with Jetlink, Passo ventured into the realm of AI by introducing an AI-driven virtual assistant. This cutting-edge solution now expertly handles approximately 92% of conversations that previously required call center support.
This strategic shift has dramatically reduced the workload on the call center personnel, allowing the AI to serve over 400K users since its implementation that is almost 7 months as of today. Even in its early stages of deployment, the Passo Assistant boasts a remarkable comprehension rate surpassing 90%, illustrating its continuous learning and improvement capabilities and attracting increased user engagement each day.
96%
Accurate intent match rate
200+
Topics covered
300.000
Messages in 6 months
About Pharmaton
Industry: Finance
Company size: Enterprise
HQ location: Istanbul, Türkiye
Established in 1991, Gedik Investment is one of the leading investment banking advisory and brokerage firms in Turkey, providing research and brokerage services to domestic and foreign clients. The company is a member of Borsa Istanbul (BIST) and is authorized by the Capital Markets Board (CMB). Today, it has the largest customer base of any non-bank local brokerage house, with around 58,000 clients and counting. Gedik Investment boasts a widespread distribution network, with 40 main branches spread across Turkey’s primary cities.
Introduction to the Problem
Gedik Investment, a prominent brand, sought to enhance its customer engagement and streamline service processes. In pursuit of this goal, they collaborated with Jetlink, a leading provider of AI-powered chatbot solutions. Objectives: To handle large-scale customer interactions efficiently. To integrate chatbot services with Gedik's existing platforms, including WhatsApp and their native application. To provide proactive customer engagement on their website and through bulletins.
Implementation: Jetlink deployed its innovative AI chatbot solution, leveraging state-of-the-art technologies such as Large Language Model (LLM) and Probabilistic AI™. This technology ensured: Enhanced understanding of customer queries. Contextual and relevant responses. Continuous learning and adaptation to customer needs.
Jetlink's AI chatbot brings to Gedik Investment the unparalleled advantage of 24/7 availability, ensuring that customers can access support whenever they need it, regardless of their timezone. This round-the-clock service capability is a significant leap toward enhancing customer satisfaction, as it provides immediate responses to inquiries and support requests outside of regular business hours. The flexibility to engage with the service platform at any convenient time particularly benefits Gedik's diverse customer base, spread across various geographical regions, thus fostering a sense of reliability and responsiveness that customers cherish in today's fast-paced world. As Gedik Investment continues on its growth trajectory, expanding its customer base, the scalability of Jetlink's AI chatbot becomes increasingly vital.
Detailed Benefits Exploration
Key Features
Omnichannel Messaging: Jetlink's solution offered seamless integration across platforms like WhatsApp, enabling consistent and personalized communication. Proactive Engagement: The chatbot utilized proactive pop-up messages on Gedik's website, fostering active customer interaction. Empathetic and Intelligent Interaction: The three-layer NLP engine allowed the chatbot to understand the context of inquiries and decide when to escalate issues to human support.
What is next?
Within just six months of implementation, Jetlink's AI chatbot successfully managed over 300,000 messages, significantly boosting customer satisfaction and engagement for Gedik Investment. This proactive approach, coupled with omnichannel messaging capabilities, has been pivotal in achieving these results. In conclusion, Jetlink's AI chatbot has not only transformed Gedik Investment's approach to customer service but also unlocked a spectrum of benefits that extend well beyond operational efficiencies.
From ensuring 24/7 service availability to enabling personalized financial advice, the technology underscores Gedik's commitment to innovation and customer satisfaction. The chatbot's implementation illustrates a strategic alignment with Gedik's objectives, driving forward the company's legacy of pioneering in the Turkish market while setting new standards in customer engagement and service quality.
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