AN AI SUCCESS STORY Turk Telekom Centralized Artificial Intelligence in Practice
AN AI SUCCESS STORY
Turk Telekom Centralized Artificial Intelligence in Practice
Copyright © 2019 Etiya. All rights reserved.
AGENDA
Etiya Telecom Journey and TT Group
Overview
1
Use Case: Centralized AI Engine
2
What AI brings to Turk Telekom so far?
3
Roadmap for Centralized AI
4
Copyright © 2019 Etiya. All rights reserved.
TT-ETIYA JOURNEY AND KEY MILESTONES
2004 2005-2007 2008-2010 2011 2012-2014 2015 2017-19 2019-20
CRM and Order Management
Project
Telaura - Full CRM & Order Management
Social Media Analysis & Big
Data
Telaura Order Management
Telaura CPQ & Customer Order
Management
Cognitus AI & Customer
Service Management
TTNET
Broadband
3 5 50 127 350 450 590
First SOA project
800
Omnichannel & CPQ & E
Commerce
TTNET
Broadband
Turk Telekom
DSL Services
AVEA
Mobile
Turk Telekom
Fixed
Turk Telekom
Group
Turk Telekom
Group
TTNET
Broadband
Copyright © 2019 Etiya. All rights reserved.
TURK TELEKOM HIGHLIGTS
179 YEARS
Copyright © 2019 Etiya. All rights reserved.
195 IH52 OS622 MS
137Applications
~ 2.500 DemandsYearly
93 OngoingProjects
Broadband 18%
Fixed37%
Mobile45%
390+ Applications 375
16
96
Active Project Retired
80 IH23 OS224 MS
TURK TELEKOM IT LANDSCAPE
CRM & SALES APPLICATIONS
Serving 47.6 M subscribers
~ 850 employees
327 employees
Copyright © 2019 Etiya. All rights reserved.
STRATEGY
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# of Customers served 9.700
Before Project
# of daily e-mail req’s 4.000
# of agents 150
Avg. e-mail response time 18 mins
BUSINESS CASE: AI DRIVEN CUSTOMER SERVICE MANAGEMENT
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CASE: AI DRIVEN CUSTOMER SERVICE MANAGEMENT – ETIYA CSM
SCOPE & REQUIREMENTS SOLUTION APPROACH
AI driven complaint management serving e-mail and web channels.
DIFFERENTIATORS
• AI driven smart categorization
• Automatization for repetitive actions for CSRs
• Analysis of key words to execute the flows including external systems integrations.
Backoffice Corporate Customer Services (SME segment)
• Handle complaints, orders, information requests with orchestration of external systems
• Prioritization of requests
• Type-Area-SubArea forecasting
• Service Number & Type detection
Copyright © 2019 Etiya. All rights reserved.
35%
Increase in # of customers served by
ETIYA CSM
88%
Increase in # of e-mails processed by ETIYA CSM and filtered by Etiya AI
Platform daily
55%
Decrease in e-mail response
times
ETIYA AI: THE VALUE TO TURK TELEKOM SO FAR
Before Project After Project (October 2018)
As of Now
# of Customers served 9.700 11.000 13.000
# of daily e-mail req’s 4.000 6.000 7.500
# of agents 150 150 150
Avg. e-mail response time 18 mins 8 mins 8 mins
Copyright © 2019 Etiya. All rights reserved.
CATEGORY BASED LEARNING PROGRESS
Total number of AI predictions in 2019 was ~ 750K
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
0
5000
10000
15000
20000
25000
30000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Etiya CSM - Ticket Category
Sample Success %
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First Go Live & Pilot phase for Corporate Customer Care
March 2018
October 2018
Roll Out completion for all Back Office Agents & SME Customers
August 2019
Wholesales Customer Care Backoffice Implementation Start
May 2020
Wholesales CC BackofficeGo Live 250 ISP’s 125K Monthly Requests
Corporate CC for Mobile Domain Go Live
July 2020
October 2020
CC Backoffice for Individual Customers
June 2021
ROADMAP & ADOPTION PLAN: AI DRIVEN CUSTOMER SERVICE MANAGEMENT – ETIYA CSM
Copyright © 2019 Etiya. All rights reserved.
TURK TELEKOM ETIYA AI PLATFORM EVOLUTIONAI Chatbot for Online Customer Transactions
(OIM) using NLP & Recommendation services like Classification, Entity
Recognition, Mock Detection, Sentiment Analysis, Language Detection,
Recommendation Engine
CHATBOT
AI
CUSTOMER SERVICES
MANAGEMENTAutomated categorization, routing, prioritization and auto-filling using NLP services like Classification, Spellcheck, Service Number ParsingFRAUD
DETECTION
Income Fraud Detection.
POC with custom Deep Learning algorithms (FFNN) with high
accuracy.
CHURN PREDICTION
Churn Prediction &
Recommend Churn Prevention Actions in CEM
MUUD RECOMMENDATION
Create Music Recommendation Engine with ML & DL recommendation methods
Consultancy for various types of product recommendation strategies
Copyright © 2019 Etiya. All rights reserved.
Thank You
www.etiya.com