Each colour maps a published value to the exact source passage used to support it. Only bounded excerpts are public; administrators can inspect the complete captured source.
Title
Akbank deploys an Azure OpenAI chatbot for branch staff knowledge search
Akbank empowers staff to search through 10,000 records in seconds with Azure OpenAI Service | Microsoft Customer Stories This is the Trace Id: 0032b5c831c4eaf38a67adfa1fff…
Description
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.
…rations using Azure OpenAI Service to improve employee and customer experience. Previously searching through answers in a 10,000-article knowledge base, Akbank staff now conversates with an AI chatbot. Generating correct answers 90 percent of the time, chatbot allows customer repr…
…10,000-article knowledge base, Akbank staff now conversates with an AI chatbot. Generating correct answers 90 percent of the time, chatbot allows customer representatives to easily save up time, in time of need. This enhances quality and accuracy and helps customer support agents save three…
…hatbot allows customer representatives to easily save up time, in time of need. This enhances quality and accuracy and helps customer support agents save three minutes in every interaction, freeing them up for more proactive service. READ THE STORY Founded in 1948 in Adana, Türkiye, Akbank started as a local ban…
Company
Akbank
…al Assistant Applications Technical Product Owner, Akbank Discover more details CUSTOMER Akbank PRODUCTS Azure Azure AI and Machine Learning Azure Operator Call Protection Azu…
Country
Türkiye
…ator Call Protection Azure Machine Learning ORGANIZATION SIZE 10,000+ employees COUNTRY Türkiye BUSINESS NEED Artificial Intelligence INDUSTRY Financial Services Share the sto…
Industry
Financial Services
…ON SIZE 10,000+ employees COUNTRY Türkiye BUSINESS NEED Artificial Intelligence INDUSTRY Financial Services Share the story Explore related stories /h2> "> Explore related stories Stories…
Problem
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.
…eded, they would reach out to the central support management,” explains Yalçın. Searching through approximately 10,000 records that were quite similar would take time. “We wanted to leverage artificial intelligence (AI) to create a more human-like…
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.
…rations using Azure OpenAI Service to improve employee and customer experience. Previously searching through answers in a 10,000-article knowledge base, Akbank staff now conversates with an AI chatbot. Generating correct answers 90 percent of the time, chatbot allows customer repr…
…omer support interactions, they have been freed up for such proactive service.” Akbank also used the chatbot to update its knowledge base of 10,000 documents and enhance its readability. “The chatbot presents the most up-to-date information in every query, which is…
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.
…ted using it as soon as they got used to the new product. And most importantly, they report that the chatbot answers 9 out of 10 questions correctly,” adds Yalçın. To support its customers proactively, Akbank incorporated sugges…
…kish grammar teacher, refining our articles.” Soaring ahead with AI superpowers Looking ahead, Akbank plans to bring the chatbot directly to its millions of active customers and enable them to address their queries without middlemen. “The chatbot was only our first product, and we’ve already designed the technol…
AI capabilities
Conversational AI, Document Intelligence, Generative AI
…through approximately 10,000 records that were quite similar would take time. “We wanted to leverage artificial intelligence (AI) to create a more human-like interaction, allowing representatives to articulate their experiences in their own words and solve customers' problems more efficiently,” adds Yalçın. “We aimed to tran…
Technology
Azure, Azure AI and Machine Learning, Azure Machine Learning, Azure Operator Call Protection
…lications Technical Product Owner, Akbank Discover more details CUSTOMER Akbank PRODUCTS Azure Azure AI and Machine Learning Azure Operator Call Protection Azure Machine Learning ORGANIZATION SIZE 10,000+ employees COUNTRY Türkiye BUSINESS NEED Artificial In…
Deployment model
cloud
…e details Explore related stories Contact Sales Contact Sales Executive summary Akbank, one of Türkiye's largest banks, has transformed its customer support operations using Azure OpenAI Service to improve employee and customer experience. Previously searching through answe…
Deployment options
cloud
…e details Explore related stories Contact Sales Contact Sales Executive summary Akbank, one of Türkiye's largest banks, has transformed its customer support operations using Azure OpenAI Service to improve employee and customer experience. Previously searching through answe…
Headline outcome
…10,000-article knowledge base, Akbank staff now conversates with an AI chatbot. Generating correct answers 90 percent of the time, chatbot allows customer representatives to easily save up time, in time of need. This enhances quality and accuracy and helps customer support agents save three minutes in every interaction, freeing them up for more proactive service. READ THE STORY Founded in 1948 in…
Use case type
Knowledge search
…rations using Azure OpenAI Service to improve employee and customer experience. Previously searching through answers in a 10,000-article knowledge base, Akbank staff now conversates with an AI chatbot. Generating correct answers 90 percent of the time, chatbot allows customer repr…
