Citizen enquiry assistant for a municipality
An assistant answering from regulations and service guides with citations cut call-centre load by 45%.
- Sector
- Public sector
- Product used
- Ilmek Bilgi
- Measured impact
- Call load -45%
- Time to production
- 9
Chat assistant for store and e-commerce customer service
62% of order, return and shipping questions are resolved without human intervention.
A mid-sized fashion retailer faced waits of up to 40 minutes in its customer service queue during campaigns. Ilmek Asistan took over order status, return initiation, size advice and shipment tracking across web, mobile app and WhatsApp.
Result
In the first three months 62% of requests were resolved automatically; average first response time fell from 38 minutes to 8 seconds. Agents focused on complex cases and sales support.
Scope
- Order status and return initiation
- WhatsApp + web + mobile
- Handover to live agent
Before / after
| First response time | 38 min → 8 s |
|---|---|
| Automated resolution | %62 |
| Satisfaction (CSAT) | +4 puan |
Similar items
100% call-centre audit at a bank
All calls are transcribed and checked for mandatory statements; quality team workload fell by 60%.
- Sector
- Banking & insurance
- Product used
- Ilmek Ses
- Measured impact
- Audit 2% → 100%
- Time to production
- 10
Visual quality inspection in automotive supply
Surface defects on cast parts are caught at 99.2% accuracy without stopping the line; customer returns halved.
- Sector
- Manufacturing
- Product used
- Ilmek Vision
- Measured impact
- Catch rate 91% → 99.2%
- Time to production
- 12