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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.
96%
Query Accuracy
70,000+
Monthly Conversations
99,44%
Intent match accuracy
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
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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