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Automating Product Queries for Kip and Ramsey on Trendyol and Hepsiburada
In this case study, we explore how Kip and Ramsey leveraged AI to automatically respond to product-related questions on Trendyol and Hepsiburada, two of Turkey's leading e-commerce platforms. Since July 2025, these brands have been using AI-driven systems to handle customer inquiries about products, enhancing efficiency and improving the customer experience.
Products & Services Used
Problem
Before the introduction of AI-powered automatic responses, Kip and Ramsey faced challenges in managing the high volume of customer inquiries on these platforms. Manual responses were slow and inconsistent, leading to a poor customer experience. The need for a more efficient system was evident, especially as their product listings grew and customer expectations for fast responses increased.
With the implementation of Jetlink's AI-powered solution, Kip and Ramsey automated responses to product-related questions on Trendyol and Hepsiburada. The system leverages natural language processing (NLP) and machine learning to understand and respond to common customer inquiries such as product availability, sizes, and features. Since July 2025, the brands have seen a significant increase in the volume of automated responses.
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Real-Time Response: The AI system is capable of providing answers to product questions at 5-minute intervals, ensuring that customers’ inquiries are handled quickly and effectively.
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Improved Speed: The response time has decreased significantly, with answers being delivered in as little as 7 seconds for certain inquiries.
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Tagging and Sentiment Analysis: Each customer query is automatically tagged with relevant categories (e.g., size, color, availability) and analyzed for sentiment (positive, negative, neutral,mixed). This allows Kip and Ramsey to track customer emotions, product preferences, and emerging trends in real-time. These insights can be used to enhance product offerings, address customer pain points, and create more targeted marketing strategies.
Solution
Benefits
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Increased Efficiency: The AI system handles thousands of queries per day, reducing the workload for customer service teams.
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Faster Response Times: Customers receive instant answers to their questions, improving their shopping experience. The average response time has decreased to as little as 7 seconds, significantly enhancing service speed.
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Time Savings: The system’s automation has saved an impressive 178 hours and 30 minutes of manual labor each month, further boosting operational efficiency.
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Customer Insights: The tagging and sentiment analysis feature provides valuable insights into customer preferences and sentiment. By analyzing these insights, Kip and Ramsey can identify which products are most popular, spot potential issues, and improve their offerings accordingly.
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Scalability: As Kip and Ramsey expand their product lines, the AI system can easily scale to handle more inquiries without additional overhead.
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Total Product Questions Answered: 1,604 questions from July 2025 to October 2025.
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Automated Responses: 1,494 of these questions were answered by the AI, demonstrating the effectiveness of the system in handling the bulk of inquiries.
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Unanswered Queries: A small percentage (87 questions) could not be addressed by the AI, highlighting areas for further improvement.
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Response Time: The system responds to queries in as fast as 7 seconds, with most questions answered within a 5-minute window.
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Time Savings: 178 hours and 30 minutes saved per month through automation, allowing staff to focus on more critical tasks.
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Sentiment Insights: Real-time sentiment analysis of queries shows that 80% of inquiries are positive, reflecting strong customer satisfaction with the products and services. Negative sentiments are flagged for review and immediate action.
Metrics
1,604
Questions
1,494
Conversations Answered by AI
178 hours and 30 minutes
Time Savings
Results
The implementation of the AI-powered system has significantly improved customer service performance for Kip and Ramsey. The brands have seen:
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A reduction in manual customer service involvement, allowing staff to focus on more complex issues.
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An improvement in customer satisfaction due to faster and more accurate responses, with a remarkable drop in response time to as low as 7 seconds.
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Significant time savings, amounting to 178 hours and 30 minutes per month, which translates to improved productivity and operational efficiency.
Valuable customer insights derived from sentiment analysis and product tagging, enabling the brands to refine their product offerings and address emerging customer needs.
Moving forward, Kip and Ramsey plan to further enhance the AI system by expanding its capabilities to handle more complex queries and integrating it with other customer service channels. Additionally, they are looking into incorporating feedback loops to continuously train the system and improve its response accuracy. The insights from sentiment analysis and tagging will also be used to inform future product development and marketing campaigns.
Future Vision
About Kip and Ramsey
Industry: E-commerce & Retail (Men's Fashion / Apparel)
Company Size: Enterprise
Headquarters: Mehmet Nesih Özmen Mah, Keresteciler Sit, Kızılcık Sk. No: 23-25, 34173 Güngören/İstanbul, Turkey
Kip and Ramsey are two of Turkey's most prominent menswear brands, operating under the umbrella of the Gürmen Group. The group's story began in London, where Ramsey was first established in 1972, pioneering innovative tailoring and high-quality craftsmanship. It was soon followed by KİP in 1978, which established itself as a cornerstone brand in Turkey by blending comfort with a modern, urban style. Together, these brands are leaders in the Turkish fashion industry, renowned for their sophisticated designs, quality, and strong presence in both national and international retail markets.
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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