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Konuşmacılar, farklı iletişim kanallarının (whatsapp, telefon, e-posta) etkin kullanımı ve Türk kültürüne özgü iletişim tercihlerinin nasıl dikkate alınması gerektiği konusunda da bilgiler paylaşmaktadır."]},"endTime":3443,"title":"Yapay Zeka ve Chatbot Çözümleri Müşteri Hizmetlerinde Kullanımı","beginTime":0}],"fullResult":[{"index":0,"title":"Webinar Tanıtımı","list":{"type":"unordered","items":["Sunucu, yapay zeka çözümlerinin çağrı merkezi operasyonlarında nasıl kullanıldığını anlatacağını belirtiyor.","Bu webinar serisinin onuncusu olduğunu ve geçmiş webinarlara Ali Tekin YouTube kanalından ve Spotify'dan \"Bulut Kafası\" aramasıyla ulaşılacağını söylüyor.","Mustafa (Hepsijet çağrı merkezi ekibinden) ve Murat (Alotech yapay zeka süreçlerinden sorumlu) sunumda yer 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aramamış."]},"beginTime":385,"endTime":532,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=385&ask_summarization=1"},{"index":4,"title":"Chatbot Pazarı ve Geleceği","list":{"type":"unordered","items":["Netnomi Business Insider'a göre 2019'da 2,60 milyar dolar olan chatbot pazarı 2024'te 9,40 milyar dolar olacak ve yıllık 29,70 lik büyüme oranı bekleniyor.","Chatbotların pazar kabul oranı %34 aralığında ve sağlık, telekomünikasyon, finans ve sigortacılık gibi sektörlerde yaygınlaşmaya devam ediyor.","Juniper'e göre 2023'te %70 oranında chatbot kabulü olacak, özellikle retail erişimlerde."]},"beginTime":532,"endTime":618,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=532&ask_summarization=1"},{"index":5,"title":"Chatbotların Operasyonlara Etkisi","list":{"type":"unordered","items":["Chatbotlarla çalışan operasyonlarda çalışanların en yoğun geri bildirimi \"işlerimi önceliklendirebiliyorum ve asıl dedik olmam gereken işlere odaklanabiliyorum\" şeklinde.","Chatbotlar, tekrarlı paternlerin otomasyon haline getirilmesiyle operasyonlarda daha büyük resmi görmek ve iyileştirmeler yapmak kolaylaşıyor.","FCR artıyor, AYT düşüyor, çağrı sonrası anketlerinde daha iyi skorlar alınıyor, çağrı volümü düşüyor, agentlerin morali yükseliyor ve e-posta işleri, cast yönlendirme işleri, tekrar çevirme işleri azalıyor."]},"beginTime":618,"endTime":751,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=618&ask_summarization=1"},{"index":6,"title":"Chatbotların Operasyonel Etkisi","list":{"type":"unordered","items":["Chatbotlar operasyonel açıdan hit-count etkisi yaratıyor ve çağrı merkezlerinde kaynak krizi oluşturabilir.","Chatbotlar yoğun şekilde kullanılmaya alışıldığı için, bot erişim dışı kalırsa büyük bir yığılma oluşuyor ve bu duruma hazır olunmuyor.","Forecast etkisi büyük olduğu için bu durum çok değerlidir."]},"beginTime":761,"endTime":838,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=761&ask_summarization=1"},{"index":7,"title":"Chatbot Projesine Giriş Stratejisi","list":{"type":"unordered","items":["Chatbot projesine olabildiğince hızlı girmek avantajlıdır, çünkü mükemmel olmak için tüm senaryoları ilk girişte kabul etmek mümkün değildir.","Chatbot endüstrisi ve teknolojisi hızlı ilerliyor, bu yüzden değişime ayak uydurmak önemli.","Projeyi fazlara bölerek, case by case veya kategori kategori ilerlemek ve bitirilen fazlardaki kazanımları net görmek daha sağlıklı bir giriş şeklidir."]},"beginTime":838,"endTime":950,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=838&ask_summarization=1"},{"index":8,"title":"Chatbot Projesinin Sürekli Gelişim Gerekliliği","list":{"type":"unordered","items":["Chatbot projesi saçık bir proje değil, bitirip rafa kaldırılamaz, sürekli değiştirmek gerekiyor.","Müşteri davranışları ve iş ihtiyaçları sürekli değiştiği için chatbot projesi sürekli odaklanılması gereken bir alan.","E-ticaret ve lojistik sektörlerinde chatbot kullanımı çok değerli olup, e-ticaret kullanıcılarının hız beklentisi diğer sektörlere göre daha yüksektir."]},"beginTime":950,"endTime":1192,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=950&ask_summarization=1"},{"index":9,"title":"Chatbot'un Katma Değerleri","list":{"type":"unordered","items":["Chatbot, müşterilerin dilediği yerden cep telefonundan veya laptopundan 24/7 erişim sağlar.","İyi geliştirilmiş chatbotlarla ciddi maliyet tasarrufu sağlanabilir.","Kalite odaklı bir yaklaşım ile görüşmeler kayıt altına alınır ve müşteri temsilcilerinin kalitesi kalite formları ve değerlendirmelerle artırmaya çalışılır."]},"beginTime":1192,"endTime":1253,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=1192&ask_summarization=1"},{"index":10,"title":"Chatbot Kullanımı ve Teknoloji","list":{"type":"unordered","items":["Rakamlar hızla değişen bir dünyada, bankacılık sektöründe %400, diğer sektörlerde ise %100 oranında chatbot kullanımında artışlar yaşanıyor.","Firma yapısını kurarken ve projelerde müşterilerin sorularına karşılık botta yanıtlar vermek önemlidir.","Müşterilerin hızlı, güvenilir ve anında yanıt alabilmesi için teknoloji kullanımı şarttır."]},"beginTime":1285,"endTime":1351,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=1285&ask_summarization=1"},{"index":11,"title":"Müşteri Beklentileri ve Hizmetler","list":{"type":"unordered","items":["Pandemi sürecinde müşterilerin beklentisi kargoların hemen gelmesi haline gelmiştir.","Botla birlikte kuryelerin canlı takibi, bugünkü teslimat, yarın teslimat, kapıda teslimat gibi alternatif hizmetler sunulmaktadır.","Müşterilerin dilediği zaman randevu tarihini ve saatini seçebildiği, kapısından iade verebileceği gibi hizmetler sunulmaktadır."]},"beginTime":1351,"endTime":1405,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=1351&ask_summarization=1"},{"index":12,"title":"Satış Sonrası Destek ve Teknoloji Kullanımı","list":{"type":"unordered","items":["Satış sonrası desteklerde kargo gecikmeleri ve mücbir sebepler gibi durumlar yaşanabilir.","Ocak ayı içerisindeki hava muhalefeti tüm sektörü etkilemiş, Antep, İsparta gibi bölgelerde kuryelerin sokaklara girememesi gibi ciddi sıkıntılar yaşanmıştır.","Teknolojiyi her anlamda kullanmaya devam edeceklerini, üst yönetimlerin de bu konuda kesin kararlılığını vurgulamaktadırlar."]},"beginTime":1405,"endTime":1467,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=1405&ask_summarization=1"},{"index":13,"title":"Müşteri Memnuniyeti ve Chatbot Performansı","list":{"type":"unordered","items":["Chatbot ile cevaplanan soruların ve canlı temsilciye bağlanan müşterilerin memnuniyet oranları yüksek seviyede bulunmaktadır.","Bazı dönemlerde chat tarafındaki müşteri memnuniyeti skoru çağrı tarafının skorunu aşabilmektedir.","Müşterilerin en çok kullandığı seçenek teslimat durumu öğrenmek olup, %70-80 civarında müşterilerin \"kargom nerede\" sorusunu bot veya canlı temsilci üzerinden alabilmektedir."]},"beginTime":1467,"endTime":1673,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=1467&ask_summarization=1"},{"index":14,"title":"Hizmet Kalitesi ve Gelecek Planları","list":{"type":"unordered","items":["Chatbot, müşteri bilgisini alarak, sorunu çözerek ve teşekkür ederek kısa sürede işlemi tamamlayabilmektedir.","Hız, hem şirketler hem de müşteriler için önemli bir faktör olup, zaman günümüzde çok kıymetlidir.","2022 yılında chatbot'un kalitesini ve verimliliğini artırmak için yeni geliştirmeler ve yenilikler planlanmaktadır."]},"beginTime":1673,"endTime":1752,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=1673&ask_summarization=1"},{"index":15,"title":"Kaliteli Hizmet Verme Yaklaşımı","list":{"type":"unordered","items":["Ekiplerin verimliliği yerine kaliteli hizmet vermek için uzman ekipler kullanılıyor, çağrı ve chat ekipleri ayrı çalışıyor.","Klasik çağrı merkezlerindeki gibi aynı anda birden fazla iş yapma yaklaşımı tercih edilmiyor, kalite önceliğe sahip.","Chat yanıtlayıcıları aynı anda maksimum üç chat bakabilir, daha fazla sayıda chat aynı anda bakıldığında kalite düşüyor."]},"beginTime":1757,"endTime":1874,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=1757&ask_summarization=1"},{"index":16,"title":"Bot Kullanımı ve Entegrasyon","list":{"type":"unordered","items":["WhatsApp desteği ve detaylı yönlendirme sistemi müşteriler için çok değerli bir özellik.","Botlar temel soruları (kargo takibi, iptal, iade) mini haline getirerek ve seçenekler sunarak müşteri hizmetlerini kolaylaştırıyor.","Numaralandırma sistemi müşteri deneyimini iyileştiriyor ve entegre sistemler sayesinde kargo bilgileri kolayca sunulabiliyor."]},"beginTime":1874,"endTime":2048,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=1874&ask_summarization=1"},{"index":17,"title":"Bot Performansı ve Hedefler","list":{"type":"unordered","items":["Mart'tan Aralık'a kadar botun sonlanma oranları 55-60 civarından 83'e yükseldi.","Bot sonlanma oranının yüksek olması maliyetleri azaltıyor, ancak müşteri memnuniyeti skoru da ölçülmesi gerekiyor.","Botun cevap verme oranları ortalama 21-22 civarında, hedef 30-35 bandın üzerine çıkarmak."]},"beginTime":2048,"endTime":2183,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=2048&ask_summarization=1"},{"index":18,"title":"Botun Etkisi ve Sorun Çözümü","list":{"type":"unordered","items":["Botun bazı soruları cevaplaması için arka taraftaki operasyon ve teknolojinin iyileştirilmesi gerekiyor.","Mayıs 2021'de kapanma süreci, anneler günü ve bayram gibi etkinlikler nedeniyle artan hacimde botun faydası görüldü.","Hizmet alamayan müşteriler için canlı destek alternatifi sunuluyor, müşteri takılı kalması durumu istenmiyor."]},"beginTime":2183,"endTime":2401,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=2183&ask_summarization=1"},{"index":19,"title":"Kullanılan Teknoloji","list":{"type":"unordered","items":["Alotech, Google tarafından geliştirilen Dialogflow adlı NLU/NLP motorunu kullanıyor.","Bot kendi kendine öğrenme yapabiliyor ve fuzzy match özelliği ile karar veremediği durumlarda en uygun cevaba yönlendirme yapabiliyor.","Yanlış aksiyonlar işaretlenip doğru aksiyona yönlendirme yapılabiliyor."]},"beginTime":2401,"endTime":2440,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=2401&ask_summarization=1"},{"index":20,"title":"Bot Kullanımı ve Günlük Konuşma Dili","list":{"type":"unordered","items":["Müşterilere tuşlama yerine günlük konuşma dilini kullanma kararı, müşteri beklentilerini ölçümledikten sonra alınmıştır.","Bot kısmında samimi, içten ama kurumsal bir yazışma dili kullanılırken, canlı tarafta daha samimi ve içten cevaplarla robotik algı kırılmaya çalışılır.","Bot kısım yönergelerle yanıt verirken, canlı tarafta samimi konuşma dili müşterilere hissettirilir."]},"beginTime":2456,"endTime":2552,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=2456&ask_summarization=1"},{"index":21,"title":"Zaman Aşımı ve Görüşme Süresi","list":{"type":"unordered","items":["Chat görüşmelerinde müşterinin 60 saniye içerisinde bir şey yazmaması durumunda bot görüşmeyi kapatır.","Bu süre parametrik olarak 80-90-100-88 saniye gibi değerlerle ayarlanabilir.","Görüşme sonlanırken müşteriye tekrar bağlanma alternatifi sunulabilir."]},"beginTime":2552,"endTime":2652,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=2552&ask_summarization=1"},{"index":22,"title":"Müşteri İletişim Kanalları","list":{"type":"unordered","items":["Müşterilerin yazılı kanalı tercih etmesi için özel bir çalışma yapılmamaktadır, müşterilerin tercihleri itibar edilmektedir.","Müşteriler 850 hattı, info mail, WhatsApp, chat ve web sitesindeki iletişim formu gibi farklı kanallardan iletişim kurabilir.","Müşteri inisiyatifine bırakılan kanallar, müşterinin kullanım alışkanlıkları ve yaş aralığı analiz edilerek güçlendirilebilir."]},"beginTime":2652,"endTime":2777,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=2652&ask_summarization=1"},{"index":23,"title":"Kimlik Doğrulama ve Güvenlik","list":{"type":"unordered","items":["TC kimlik numarası gibi kişisel verilerin girilmesi için yasal mevzuat ve yönetmeliklere uyulması gerekir.","Kargo sektöründe gönderi kodu veya takip numarası daha önemli bir kimlik doğrulama yöntemi olarak kullanılır.","Çift faktörlü doğrulama ve SMS tabanlı OTP gibi teknolojik çözümler güvenlik için kullanılmaktadır."]},"beginTime":2777,"endTime":2965,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=2777&ask_summarization=1"},{"index":24,"title":"İletişim Kanalı Doğası","list":{"type":"unordered","items":["İletişim kanalının doğasına uygun hareket etmek önemlidir, örneğin WhatsApp üzerinden gelen mesajlarda telefon numarası ile ilk sorgulamalar yapılabilir.","TC kimlik numarası gibi bilgileri ilk soru olarak sormak müşteri memnuniyetini olumsuz etkileyebilir.","MERNIS gibi kimlik doğrulama sistemleri kullanılamadığı için, telefon numarası üzerinden doğrulama yapılabilir."]},"beginTime":2965,"endTime":3075,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=2965&ask_summarization=1"},{"index":25,"title":"Müşteri Hizmetleri ve Çağrı Merkezi Sektörü","list":{"type":"unordered","items":["Konuşmacı, yirmi yıldır müşteri hizmetleri çağrı merkezi sektöründe çalıştığı için çağrı kanalının doğasını ve dünyasını iyi biliyor.","Teknoloji gelişmeleri olsa da, ülkelerin kültürel yapısı önemli; Türk insanı sesi duyacak, temas alacak bir doğası var.","Bankacılık işlemlerinde bile birçok insan mobil şubeden veya telefondan yapabileceğini bilse de şubeye gitmek istiyor, yüz yüze teması ve canlı sesi tercih ediyor."]},"beginTime":3082,"endTime":3142,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=3082&ask_summarization=1"},{"index":26,"title":"Çağrı ve Bot Teknolojileri","list":{"type":"unordered","items":["Çağrı kanalının kıymeti daha fazla, çünkü empati kurulması gereken işlerde (şikayet, öneri gibi) botlar çok efektif olamıyor.","Farklı kanallar arasında transfer edilebiliyor; bir kanalda başlayıp diğer kanalda devam edilebiliyor.","Müşterilerin büyük bir kısmının botla konuşup konuşmadığını net ayırt edebildiğine inanılıyor."]},"beginTime":3142,"endTime":3282,"href":"/video/preview/9922291573613394125?parent-reqid=1769672957918249-15011623452849936657-balancer-l7leveler-kubr-yp-sas-112-BAL&text=AloTech&t=3142&ask_summarization=1"},{"index":27,"title":"Agedler Eğitimleri","list":{"type":"unordered","items":["Agedler klasik çağrı merkezi eğitimleri 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