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Transforming Customer Service Excellence at Türksat Kablo with AI Innovation

Türksat Kablo, a prominent provider in the telecommunications sector, sought innovative solutions to boost customer service efficiency and expand its engagement channels. This case study illustrates how the introduction of the advanced AI chatbot, Arif, empowered Türksat Kablo to meet its objectives, achieving remarkable improvements in operational performance and enhancing customer satisfaction across various platforms.
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Who are we
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99%

Accurate intent match rate with LLM technologoies

250+

different topics covered

10K

users / monthly

How it works
About Türksat Kablo

Türksat Kablo, Turkey’s leading provider of cable television, internet, and telecommunications services, offers high-quality and reliable solutions to both residential and business customers. Operating under Türksat A.Ş., Türksat Kablo combines modern infrastructure with advanced technology to deliver fast and secure connectivity options across Turkey. With a broad service portfolio, Türksat Kablo provides digital television, high-speed internet, and value-added services designed to enhance the customer experience. Türksat Kablo is committed to innovation and continuous improvement, striving to meet the growing demands for connectivity and entertainment in the digital age.

Industry: Telecommunications
Company size: Enterprise
HQ location: Konya Yolu 40. Km, Gölbaşı, Ankara, Turkey

Products & Services Used: Web Messenger, Mobile Channel, WhatsApp Integration, Premium Managed Service

Image by Scott Graham

Solution Details

Türksat Kablo introduced Arif as a comprehensive solution to improve customer support and streamline interactions. This AI-driven chatbot efficiently managed a wide array of customer inquiries, reducing the load on call center agents and enhancing the overall customer experience. Türksat Kablo aimed to strengthen and enrich its connections with customers, and implementing an advanced Conversational AI system provided the perfect solution to accomplish this. The addition of WhatsApp as a communication channel further extended Arif’s reach, allowing Türksat Kablo to engage customers across multiple platforms and boost customer satisfaction.

Benefits Realized

In about 8 months:

  • Interacted with over 150,000 clients. (new clients? 135000)

  • Generated over 200,000 conversations.

  • Directed 7,280 calls to human agents, efficiently managing customer inquiries. 

  • 21,888 hours saving from customer service operations in 8 months.

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Metrics

  • Customer Interactions: 135,000+ new clients engaged.

  • Conversations: 200,000+ total conversations, with a resolution rate of 99.05%.

  • Call Deflection: 7,000+ calls directed to human agents.

  • Time: 21,888 hours saving from customer service operations in 8 months.

Login Feature in Chat

Various customizations have been made to improve the user experience and the bot has been integrated with many services. Thanks to the login feature in the chat, users can access the services they need directly, perform their transactions securely and save time by providing faster access. You can watch the video below to learn more about the login feature in the chat.

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What is next?

Türksat Kablo partnered with Jetlink to create Arif, a custom AI-powered chatbot, emphasizing independence and innovation in customer support. From the moment it began to be used, Arif has demonstrated its value beyond basic support, greatly enhancing customer satisfaction by effortlessly assisting users with their inquiries. Moving forward, Türksat Kablo is excited to explore new ways Arif can further enhance the customer experience.

More than 200 enterprises are using Jetlink to automize and get value.

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Customer service solutions tailor-made for enterprise needs

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We own ISO 27001, ISO 9000 certifications, Encrypted database, and disaster recovery plan
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We take good care of your data and your customers’ data
We are GDPR and LGPD compliant. We always provide the possibility for clients and users to know and decide on the handling of their data.
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Growing at your pace
Our solutions are auto-scalable, adapting to the growth of your company without ever compromising quality with 99.0% SLA.
End-To-End solution with professional services
We work with you, from start to...Our Customer Success team will help with your customer relationship strategy and support your department’s operation and progress. Our goal is for you to reach your goals. We provide ongoing managed service to ensure chatbot performance and quallity.
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Because of regulations in your sector or company preferences, you may want to keep your data isolated in your company servers. We provide both Onpremise and Cloud options based on your needs.

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Contact us today to learn how Jetlink  can help your brand to deliver meaningful conversational experiences and generate high ROI.
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