Akbank deploys an Azure OpenAI chatbot for branch staff knowledge search
Akbank· TürkiyeAzure · Azure AI and Machine Learning · Azure Machine Learning +1Akbank, one of Turkey's largest banks, built an Azure OpenAI Service-based chatbot to replace manual search through a roughly 10,000-article knowledge base, generating correct answers about 90% of the time and saving customer support representatives around three minutes per customer interaction.
Overview
Akbank, one of Turkey's largest banks, built an Azure OpenAI Service-based chatbot to replace manual search through a roughly 10,000-article knowledge base, generating correct answers about 90% of the time and saving customer support representatives around three minutes per customer interaction.
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Inspect the highlighted sourceThe challenge
Akbank's branch employees and customer representatives had to manually search a roughly 10,000-record knowledge base to answer customer queries and error messages, which was slow given how similar many records were.
The solution
Akbank built a smart digital chatbot assistant on Azure OpenAI Service so staff could converse naturally with the knowledge base instead of manually searching it, and also used the chatbot to update and improve the readability of the 10,000-document knowledge base.
Reported business value
The chatbot answers correctly about 9 out of 10 times, saves branch staff time in every customer interaction (on the order of minutes), and frees representatives up for more proactive service; Akbank now plans to extend the chatbot directly to its millions of active customers.
Sources
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