Sestek Conversational IVR technology was deployed in the Yapı Kredi contact center. Customers started to reach the relevant menu in a much shorter time by speaking rather than dialing. The implementation reduced the time customers spent navigating and significantly increased customer satisfaction.
MONTHLY CALLS
ROUTED BY VOICE
COMPLETION RATE AT VOICE IVR
INCREASE IN CUSTOMER SATISFACTION SCORE
“ While implementing this project, we put the user experience at the center of the business. We paid close attention to dialog flows and menu design. We built a system where users can easily communicate with natural expressions. The increase in customer satisfaction rates shows that we have achieved this.
IVR MANAGER YAPI KREDI
Yapı Kredi contact center served with touch-tone IVR system. Customers had to listen to the full menu and start navigating across menus by dialing. This was affecting the customer experience negatively by extending the call duration and increasing customer effort.
Sestek Conversational IVR technology was deployed in the Yapı Kredi contact center. Customers started to reach the relevant menu in a much shorter time by speaking rather than dialing. The implementation reduced the time customers spent navigating and significantly increased customer satisfaction.
Sestek Conversational IVR is a solution combining automated speech recognition (ASR) with natural language processing (NLP). Technology replaces frustrating or confusing menus with simple verbal requests. Users only need to say their intention to be routed to the correct IVR menu. The technology handles customer calls more effectively, saves businesses on operational costs, saves customers time, and increases satisfaction.
Yapı Kredi is one of the first nationwide commercial banks in Turkey and is the third largest publicly owned bank in Turkey by its asset size. Serving more than 13 million customers with more than 840 branches, this bank has a pioneering role in the Turkish financial sector.
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