SESTEK, a developer of speech technologies and artificial intelligence solutions, and home technologies manufacturer Arçelik have advanced their strategic partnership of more than 10 years to the “Agentic AI” level. Within the scope of this collaboration, the Knovvu Agentic AI solution has begun autonomously managing processes at Arçelik’s call centre.
Half of Calls Entrusted to Artificial Intelligence
Thanks to the new-generation artificial intelligence infrastructure, approximately 50 percent of incoming requests and existing record checks at Arçelik’s call centre are now handled by this technology. Managing hundreds of thousands of calls autonomously each month, the system aims to process millions of transactions efficiently on an annual basis. Operating on a cloud-based infrastructure, the solution delivers a human-like communication experience through its natural speech capabilities.
Automated Appointment Scheduling and End-to-End Operations
The system not only provides voice responses but also completes operational processes from start to finish. The artificial intelligence confirms customer requests through conversational interaction, collects address and contact details, and automatically schedules service appointments for the most suitable time slot. As a result, call centre operations for Arçelik’s various brands and product groups are coordinated from a single central platform.
Continuously Learning Engineering Infrastructure
Behind the project lies a continuously learning architecture developed by more than 100 engineers at SESTEK. Carried out in close collaboration with Arçelik’s IT and customer service teams, the project involves analysing all interactions to provide continuous feedback to the system. This structure enables the platform to reduce its margin of error with each new analysed interaction, delivering an increasingly intelligent engagement model.
FUAR HABER ONLINE