The Striking Journey of N Kolay Virtual Assistant
N Kolay, a trailblazer in financial services, introduced its virtual assistant, N Kolay Virtual Assistant, in May 2024 as part of its commitment to delivering seamless digital customer experiences. Designed to revolutionize customer service through automation, the assistant quickly proved its value by managing 125,469 conversations and onboarding 69,528 new users within just four months. This dynamic solution not only optimized operations but also elevated customer satisfaction, marking a significant milestone in N Kolay's journey toward innovation.
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99%
Accurate intent match rate with LLM technologoies
250+
different topics covered
10K
users / monthly
About N Kolay
Renowned for its forward-thinking approach to digital banking, N Kolay offers cutting-edge solutions tailored for modern financial needs. With a mission to simplify financial transactions, N Kolay’s virtual assistant exemplifies the company’s dedication to leveraging technology to enhance customer interactions and streamline services.
Technologies Used
The backbone of N Kolay Virtual Assistant lies in its integration of advanced natural language processing (NLP) and machine learning algorithms. These technologies empower the assistant to:
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Understand and respond accurately to a wide array of customer inquiries.
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Continuously learn and adapt, improving efficiency over time.
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Provide omnichannel support by seamlessly operating across mobile and web platforms.
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In addition, the assistant's architecture is designed for scalability, ensuring that it meets evolving customer demands while maintaining high performance.
Problem Addressed
Before implementing the virtual assistant, N Kolay’s customer service team faced significant challenges:
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Overwhelming traffic volumes caused delays and longer response times.
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Routine inquiries consumed valuable representative time, hindering their ability to focus on complex issues.
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To address these pain points, an automated solution became essential to ensure faster service delivery and enhanced customer satisfaction.
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Solution Details
Launched in May 2024, N Kolay Virtual Assistant emerged as the answer to these challenges. Key features of the assistant include:
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Handling 496 unique types of customer inquiries with over 95% understanding accuracy.
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Operating across mobile and web channels to deliver consistent, real-time support.
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Processing an impressive 125,469 conversations and serving 69,528 new users within just four months of deployment.
Integration with MK: A standout enhancement to the assistant's capabilities is its integration with the MK system. This integration allows customer service representatives to seamlessly handle requests from mobile app users. When users connect with a representative, their requests are transferred directly to the MK interface, enabling rapid and efficient processing. This not only accelerates service delivery but also optimizes the overall user experience by bridging automation with human interaction.
The deployment of N Kolay Virtual Assistant has delivered measurable benefits, including:
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Reduced workload for customer service representatives, allowing them to focus on complex inquiries.
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Enhanced customer satisfaction through faster response times and streamlined services.
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Improved engagement, with 69,528 new users onboarded in just four months.
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Operational efficiency, demonstrated by the management of 125,469 conversations during the same period.
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The MK integration further amplifies these benefits by blending automation with personalized service, ensuring that even complex requests are resolved efficiently.
Metrics
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125,469 conversations handled from May to August 2024.
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69,528 new users served within the same timeframe.
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Understanding accuracy exceeding 95%.
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496 different customer inquiries addressed effectively.
Conclusion and Future Vision:
The implementation of N Kolay Sanal Asistan has redefined customer service at N Kolay. Its ability to handle diverse inquiries across multiple channels has not only reduced representative traffic but also positioned the company as a leader in customer-centric innovation. The seamless integration with MK further enhances its value by enabling swift resolution of complex requests, bridging the gap between automation and human expertise.
Looking forward, N Kolay plans to continue advancing its virtual assistant's capabilities:
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Expanding the knowledge base to handle more complex transactions and inquiries.
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Enhancing machine learning models to improve understanding accuracy and service scope.
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Integrating new features, such as predictive insights and proactive notifications, to anticipate customer needs.
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The MK system integration will also be extended to other channels, ensuring a unified and responsive customer experience. These enhancements align with N Kolay's vision to future-proof its services, ensuring that N Kolay Sanal Asistan remains a cornerstone of its digital strategy for years to come.
"Jetlink Conversational AI Platform enables us to efficiently respond to and report thousands of customer requests from a single, multi-channel platform, delivering higher efficiency and cost savings, while being supported by a responsive and reliable support team."
Ufuk Baş
Contact Center Digital Transformation and Business Development
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