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90% customer satisfaction
75% automated resolution rate
Significantly reduced processing time
Capacity to handle 30% of incoming calls
90% customer satisfaction
75% automated resolution rate
Significantly reduced processing time
Capacity to handle 30% of incoming calls
Aydem Energy, a leading player in Turkey's energy sector, aims to provide nearly 6 million customers with high-quality and uninterrupted energy services.
By utilizing technology in the most effective way and adopting an approach that prioritizes customer satisfaction, Aydem Energy is strengthening its leadership in the sector with sustainable energy solutions and digital transformation. With a vision of providing its customers with uninterrupted, reliable, and environmentally friendly services, Aydem Energy aims for innovation and technological development at every step.
Success Story: Digital Transformation with Softtech Intelligence
The increase in call center requests at Aydem Energy was causing slowdowns in customer service and increasing the workload on employees. To resolve this situation, an innovative approach was taken by collaborating with Softtech Intelligence.
An AI-powered digital assistant was developed using Microsoft Azure OpenAI technology to provide services via WhatsApp. Customers can now easily perform tasks such as reporting faults, inquiring about electricity consumption, and reporting street lighting faults via WhatsApp.
The digital assistant resolves 75% of the more than 1,000 daily interactions without human intervention. Processing times have been reduced from 2.5 minutes to seconds, and customer satisfaction has increased significantly.
Efficiency and Future Goals
Aydem Energy increased operational efficiency and enabled call center employees to focus on strategic tasks thanks to the digital assistant. The system can handle 30% of 100,000 daily calls, and WhatsApp usage rose from 5% to 10%.
Ninety percent of customers who used the digital assistant did not contact the call center again after their transaction. This significantly increased customer satisfaction and call center efficiency.
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