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Transforming Customer Engagement in Turkish E-commerce: Vestel's Journey with Jetlink's AI-Powered Digital Assistant

In 2022, Vestel, the leader in the Turkish e-commerce sector, embarked on a strategic partnership with Jetlink to transform customer engagement.

This collaboration marked a turning point in Vestel's customer engagement strategy, leading to the integration of Jetlink's innovative Digital Assistant and Chatbot. Additionally, the project included a system enabling customers shopping in Vestel stores to directly communicate with the store.
Who are we
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8590 hours

saving from customer service operations in 1 year

51.381

lead generation during 2 years

99,44%

Intent match accuracy

How it works
About Vestel

Vestel is one of Turkey's leading technology companies, boasting a strong presence in e-commerce with its wide range of products. Jetlink, on the other hand, is a technology company specializing in artificial intelligence and machine learning, developing solutions that make customer engagement smarter and more efficient.

Industry: Electronics, E-commerce

Company size: Enterprise

HQ location: Vestel's HQ location is Manisa, Turkey.
Products & Services used

Conversational AI engine

Web messenger

Facebook integration

Welocal.io

Premium managed service

An average of 70,000 conversations per month!

 Jetlink’s LLM RAG technology brought significant improvements to customer interactions. The Chatbot achieved a customer understanding rate of over 96%, providing quick and accurate responses that enhanced customer satisfaction. An average of 70,000 conversations per month was successfully managed through this system, reducing the load on the call center. Increased communication through mobile apps and WhatsApp channels also strengthened customer engagement.

 

Additionally, the in-store communication project further expanded the digital transformation of the customer experience in physical stores.

Over 96% accuracy in understanding customer queries.

 Vestel aimed to increase efficiency in customer service and boost customer satisfaction. The primary challenges were managing high volumes of customer queries, reducing waiting times, and establishing more personalized communication with customers. Additionally, there was a need for a solution that would allow customers shopping in physical stores to directly communicate with the store.

"Use of technology, know-how, business follow-up and team communication exceed expectations. AI-powered capabilities, ease of entegration, customization, process consulting, analytics and reporting. There is nothing more enjoyable than co-operating and co-creating with a well-educated, engaged and innovative team."

 

Burcu Taşdelen
Customer Experience & Process Design Manager
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Technologies Used

The project led by Jetlink utilized several key technologies, including the AI-powered Digital Assistant, the ChatGPT-4 model, and Jetlink’s developed LLM RAG (Retrieval-Augmented Generation) technology. These technologies enabled the Chatbot to conduct more conversational and human-like interactions, significantly enhancing the customer experience. Moreover, Vestel Assistant established an integrated communication network that serves customers via mobile applications, WhatsApp, and Vestel stores.

What is next?

Vestel’s collaboration with Jetlink has created a significant transformation in customer engagement. The integration of Jetlink’s LLM RAG technology has made customer service more conversational and effective, enhancing customer satisfaction in both stores and digital channels. Vestel aims to further improve customer experience and maintain its leadership in the sector with these innovative solutions. This strategic partnership with Jetlink continues to set new standards for customer engagement in the Turkish e-commerce sector.

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

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Customer service solutions tailor-made for enterprise needs

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You are protected from any risk
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.
Onpremise & Cloud options
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.

Ready to see?

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