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aracı teknoloji
TR
2025A private education institution in Ankara

AI Chatbot Customer Service Transformation.

AIChatbotWhatsAppNLP

Challenge

150+ phone calls a day and a 2-person customer service team that couldn't keep up. Average wait time was 12 minutes and the complaint rate was 40%.

Solution

A Turkish NLP-based AI chatbot integrated with WhatsApp and the website, providing 24/7 service for FAQs, appointment booking, payment tracking, and document sharing.

results

Phone calls down 70%

Customer satisfaction 4.2 → 4.7

Average response time 12 min → instant

Saved the team 120 hours per month

A private education institution in Ankara was hitting a serious bottleneck in its customer service operation. More than 150 phone calls came in every day, and a 2-person customer service team couldn't keep up with demand.


Problem


Phone lines were constantly busy. The average wait time was 12 minutes, and 40% of callers were frustrated. Parents had to call even for the simplest questions (opening hours, fees, enrollment dates). The team was exhausted from answering the same questions over and over.


Approach


We decided to build a Turkish NLP-based AI chatbot available 24/7 through the WhatsApp Business API and a website widget. It wouldn't just answer questions — it would handle appointment booking, payment tracking, and document sharing too.


Solution


  • WhatsApp Business API integration
  • Website live chat widget
  • Turkish NLP model (fine-tuned, BERT-based)
  • RAG (Retrieval Augmented Generation) over the institution's knowledge base
  • Appointment system API integration
  • Payment tracking system integration
  • Escalation mechanism to hand off to a human operator

    • Results


    After a 2-month pilot:


    Phone calls: down 70% (150 → 45 per day)

    Customer satisfaction: 4.2 → 4.7 (out of 5)

    Average response time: 12 minutes → instant

    Time saved for the team: 120 hours per month

    Chatbot resolution rate: 82% of questions resolved without human intervention

    ROI: The system paid for itself in 3 months

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