TürkiyeConsumer goods2025 – ongoingArçelik (Beko)
Agentic AI call center for after-sales requests
Arçelik's agentic AI call center took nearly half of daily calls and resolved about 70% of cases on its own
Problem
Arçelik's after-sales line in Turkey receives a high daily volume of calls, many of them standard requests.
Approach
Arçelik set up an agentic AI call center that handles standard requests. Live agents take specialized matters. An Arçelik Türkiye customer services director described the setup to Habertürk in December 2025.
Results
Takeaway
Arçelik gave the share of cases the AI closed but no figure for cost, waiting time or customer satisfaction.
Categories
- Size
- Large enterprise
- Industry
- Consumer goods
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Interview-based article with Arçelik Türkiye's senior director of customer services. It says the agentic AI call center handles nearly half of daily calls and resolves about 70% of cases by itself, with live agents covering specialized matters.
Full details are in the original sources.
