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

Copyright © 2019 Etiya. All rights reserved.

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