Overview
Estanbul AI Agent is an intelligent multi-channel customer service system built for one of Turkey’s leading gaming entertainment companies. The agent autonomously handles customer inquiries across WhatsApp, web chat, and social media platforms.
Challenge
The client was managing thousands of daily customer interactions manually across multiple channels. Response times were inconsistent, and scaling the support team was becoming cost-prohibitive.
Solution
We developed an AI-powered agent leveraging large language models with retrieval-augmented generation (RAG) to provide accurate, context-aware responses. The system integrates with WhatsApp Business API, web chat widgets, and social media APIs to provide a unified customer experience.
Key Features
- Multi-channel support: Unified conversation management across WhatsApp, web, and social media
- RAG-based responses: Accurate answers from a curated knowledge base
- Human handoff: Seamless escalation to human agents for complex queries
- Analytics dashboard: Real-time metrics on conversation volume, resolution rates, and customer satisfaction
Results
- 70% reduction in average response time
- 85% of inquiries resolved without human intervention
- Consistent 24/7 customer support coverage