{"id":4177,"date":"2025-10-16T12:18:33","date_gmt":"2025-10-16T09:18:33","guid":{"rendered":"https:\/\/www.sektorturk.com\/?p=4177"},"modified":"2025-10-16T12:19:17","modified_gmt":"2025-10-16T09:19:17","slug":"mplus-turkiye-yapay-zeka-ile-musteri-deneyimi-ve-operasyonel-verimliliginde-fark-yaratiyor","status":"publish","type":"post","link":"https:\/\/tr.sektorturk.com\/?p=4177","title":{"rendered":"Mplus T\u00fcrkiye, yapay zek\u00e2 ile m\u00fc\u015fteri deneyimi ve operasyonel verimlili\u011finde fark yarat\u0131yor"},"content":{"rendered":"\n

Mplus T\u00fcrkiye, m\u00fc\u015fteri deneyimi s\u00fcre\u00e7lerinde yapay zek\u00e2dan yararlanarak daha \u00f6ng\u00f6r\u00fclebilir, ki\u015fiselle\u015ftirilmi\u015f ve veri destekli bir hizmet modeli olu\u015fturuyor. B\u00f6ylece hem m\u00fc\u015fteri taleplerine daha h\u0131zl\u0131 ve tutarl\u0131 yan\u0131t veriliyor hem de s\u00fcre\u00e7lerdeki tekrar eden i\u015f y\u00fck\u00fcn\u00fcn optimize edilmesi m\u00fcmk\u00fcn k\u0131l\u0131n\u0131yor. \u015eirketin kendi Ar-Ge birimi taraf\u0131ndan geli\u015ftirilen Graia ve di\u011fer yenilik\u00e7i yapay zek\u00e2 \u00e7\u00f6z\u00fcmleri sayesinde operasyonel verimlilik \u00f6l\u00e7\u00fclebilir \u015fekilde art\u0131r\u0131l\u0131rken, \u00e7al\u0131\u015fanlar\u0131n karar alma ve problem \u00e7\u00f6zme gibi y\u00fcksek katma de\u011ferli becerilere y\u00f6nelmesi te\u015fvik ediliyor. Teknolojiyi i\u015f s\u00fcre\u00e7lerinde s\u00fcrd\u00fcr\u00fclebilir geli\u015fimin bir par\u00e7as\u0131 olarak g\u00f6ren \u015firket, sekt\u00f6rdeki d\u00f6n\u00fc\u015f\u00fcm dinamiklerine aktif olarak katk\u0131 sunuyor.<\/strong><\/p>\n\n\n\n

M\u00fc\u015fteri deneyimi ve operasyonel verimlilikte yapay zek\u00e2n\u0131n d\u00f6n\u00fc\u015ft\u00fcr\u00fcc\u00fc g\u00fcc\u00fc, i\u015f hayat\u0131n\u0131n en kritik dinamiklerinden biri haline geldi. T\u00fcrkiye\u2019nin lider ba\u011f\u0131ms\u0131z d\u0131\u015f kaynak sa\u011flay\u0131c\u0131lar\u0131ndan biri olan Mplus T\u00fcrkiye, 2020 y\u0131l\u0131ndan bu yana yapay zek\u00e2y\u0131 operasyonlar\u0131na entegre ederek hem verimlili\u011fi art\u0131r\u0131yor hem de \u00e7al\u0131\u015fanlar\u0131n\u0131n yeteneklerini geli\u015ftiriyor. \u015eirketin Ar-Ge birimi taraf\u0131ndan geli\u015ftirilen ve bu d\u00f6n\u00fc\u015f\u00fcm\u00fcn merkezinde yer alan Graia, \u00e7ok dilli \u00e7eviri kabiliyetiyle m\u00fc\u015fteri ileti\u015fimini h\u0131zland\u0131r\u0131yor, entegre copilot mod\u00fclleriyle e\u011fitim s\u00fcrelerini y\u00fczde 40 azalt\u0131yor ve temsilcilerin daha stratejik g\u00f6revlere odaklanmas\u0131n\u0131 sa\u011fl\u0131yor.<\/strong> Bu g\u00fc\u00e7l\u00fc teknoloji altyap\u0131s\u0131yla Mplus T\u00fcrkiye, m\u00fc\u015fterilerine daha h\u0131zl\u0131, esnek ve etkili \u00e7\u00f6z\u00fcmler sunarken hem i\u00e7 operasyonlar\u0131nda s\u00fcrd\u00fcr\u00fclebilir bir d\u00f6n\u00fc\u015f\u00fcm ger\u00e7ekle\u015ftiriyor hem de rekabet avantaj\u0131n\u0131 g\u00fc\u00e7lendiriyor.<\/p>\n\n\n

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\"\"<\/figure>\n<\/div>\n\n\n

Yapay zek\u00e2n\u0131n m\u00fc\u015fteri deneyimindeki performans\u0131, ara\u015ft\u0131rmalarla da destekleniyor<\/strong><\/p>\n\n\n\n

Ara\u015ft\u0131rmalar, m\u00fc\u015fteri deneyimini etkileyen unsurlar aras\u0131nda yapay zek\u00e2n\u0131n \u00f6nemli bir paya sahip oldu\u011funu ortaya koyuyor. Buna g\u00f6re, m\u00fc\u015fteri deneyimindeki farkl\u0131l\u0131klar\u0131n yakla\u015f\u0131k y\u00fczde 26,4\u2019\u00fc yapay zek\u00e2ya ba\u011fl\u0131 olarak a\u00e7\u0131klanabiliyor; bu etkinin y\u00fczde 22,9\u2019u ise do\u011frudan ki\u015fiselle\u015ftirilmi\u015f hizmetlerden kaynaklan\u0131yor. Yapay zek\u00e2 destekli ara\u00e7lar, ortalama i\u015flem s\u00fcresini y\u00fczde 40\u2019a kadar azaltabilirken, ilk \u00e7a\u011fr\u0131da \u00e7\u00f6z\u00fcm oranlar\u0131n\u0131 y\u00fczde 35 oran\u0131nda art\u0131rabiliyor. Ayr\u0131ca, \u00e7a\u011fr\u0131 sonras\u0131 i\u015flem s\u00fcrelerinde y\u00fczde 50\u2019ye varan bir azalma sa\u011flanabiliyor. \u0130\u015f ve teknoloji konular\u0131na odaklanan bir Amerikan ara\u015ft\u0131rma ve dan\u0131\u015fmanl\u0131k firmas\u0131 Gartner, 2025 y\u0131l\u0131n\u0131n sonuna kadar m\u00fc\u015fteri hizmetleri kurulu\u015flar\u0131n\u0131n y\u00fczde 80’inin \u00fcretken yapay zek\u00e2y\u0131 uygulamalar\u0131n\u0131 sistemlerine entegre etmi\u015f olaca\u011f\u0131n\u0131 \u00f6ng\u00f6r\u00fcyor. K\u00fcresel ara\u015ft\u0131rma ve dan\u0131\u015fmanl\u0131k \u015firketi Forrester Research ise yapay zek\u00e2y\u0131, insan yeteneklerini tamamlayan ve onlar\u0131 g\u00fc\u00e7lendiren bir destek arac\u0131 olarak tan\u0131ml\u0131yor. KPMG taraf\u0131ndan 2024 M\u00fc\u015fteri y\u0131l\u0131nda yap\u0131lan Deneyimi M\u00fckemmeliyeti Ara\u015ft\u0131rmas\u0131, yapay zek\u00e2 kullan\u0131m\u0131na y\u00f6nelik ki\u015fisel veri g\u00fcvenli\u011fi (y\u00fczde 51 T\u00fcrkiye) ve yapay zek\u00e2n\u0131n insan duygular\u0131n\u0131 yeterince anlayamamas\u0131 (y\u00fczde 50 T\u00fcrkiye) gibi \u00f6nemli m\u00fc\u015fteri endi\u015felerini ortaya koyuyor. Mplus T\u00fcrkiye, bu endi\u015felere kar\u015f\u0131 \u015feffafl\u0131k, g\u00fc\u00e7l\u00fc veri g\u00fcvenli\u011fi \u00f6nlemleri ve insan-yapay zek\u00e2 i\u015f birli\u011fi modelini benimsiyor. Bu dengeyi sa\u011flayan temel ara\u00e7lardan biri olarak \u00f6ne \u00e7\u0131kan Graia, m\u00fc\u015fteri ileti\u015fiminde h\u0131z sa\u011flarken, \u00e7ok dilli altyap\u0131s\u0131yla global operasyonlarda eri\u015filebilirli\u011fi art\u0131r\u0131yor.<\/p>\n\n\n\n

\u201cM\u00fc\u015fteri deneyimini anlamak, yapay zek\u00e2n\u0131n yan\u0131 s\u0131ra insan odakl\u0131 bak\u0131\u015f a\u00e7\u0131s\u0131yla m\u00fcmk\u00fcn\u201d<\/strong><\/p>\n\n\n\n

G\u00fcn\u00fcm\u00fcz rekabet ortam\u0131nda m\u00fc\u015fteri deneyiminin h\u0131zla de\u011fil, zek\u00e2yla da kazan\u0131ld\u0131\u011f\u0131n\u0131n alt\u0131n\u0131 \u00e7izen Mplus T\u00fcrkiye & MENA CEO\u2019su<\/strong> Cemile Banu H\u0131zl\u0131<\/strong>, m\u00fc\u015fteri beklentilerinin giderek daha karma\u015f\u0131k, \u00e7ok boyutlu ve duygusal hale geldi\u011fini s\u00f6yledi. H\u0131zl\u0131<\/strong>, \u201cM\u00fc\u015fteri deneyimi art\u0131k yaln\u0131zca m\u00fc\u015fteri memnuniyetine indirgenebilecek bir konu de\u011fil. Karar alma s\u00fcre\u00e7lerinde sezgi, etkile\u015fimlerde duygu, \u00e7\u00f6z\u00fcm \u00fcretiminde veri ve t\u00fcm bunlar\u0131n arkas\u0131nda stratejik bir zek\u00e2 yer almal\u0131. Ba\u015far\u0131l\u0131 bir m\u00fc\u015fteri deneyimi y\u00f6netimi, teknolojiyi insan anlay\u0131\u015f\u0131yla birle\u015ftirebilen b\u00fct\u00fcnsel bir yakla\u015f\u0131ma ihtiya\u00e7 duyuyor. Sadece s\u00fcre\u00e7lerin de\u011fil, ili\u015fkilerin de d\u00f6n\u00fc\u015ft\u00fc\u011f\u00fc bir \u00e7a\u011fda m\u00fc\u015fteri deneyimini anlamak, yapay zek\u00e2n\u0131n yan\u0131 s\u0131ra insan odakl\u0131 bak\u0131\u015f a\u00e7\u0131s\u0131yla m\u00fcmk\u00fcn. Bu vizyon da Graia ile hayat buluyor. Graia, teknolojiyi insan anlay\u0131\u015f\u0131yla birle\u015ftirerek m\u00fc\u015fteri etkile\u015fimlerinde h\u0131z ve empatiyi ayn\u0131 platformda sunuyor<\/strong>\u201d dedi.<\/p>\n\n\n\n

\u201cYenilik\u00e7i \u00e7\u00f6z\u00fcmlerimizle y\u00fczde 80\u2019e varan verimlilik art\u0131\u015f\u0131 sa\u011fl\u0131yoruz\u201d<\/strong><\/p>\n\n\n\n

Mplus T\u00fcrkiye\u2019nin, yapay zek\u00e2 entegrasyonuyla m\u00fc\u015fteri deneyimi ve operasyonel verimlilik alanlar\u0131nda kapsaml\u0131 bir d\u00f6n\u00fc\u015f\u00fcm ger\u00e7ekle\u015ftirdi\u011fini ifade eden H\u0131zl\u0131<\/strong>, \u201cAr-Ge ekibimiz taraf\u0131ndan geli\u015ftirilen yenilik\u00e7i \u00e7\u00f6z\u00fcmler sayesinde, i\u00e7 operasyonlar\u0131m\u0131zda y\u00fczde 80’e varan verimlilik art\u0131\u015f\u0131 elde ediyoruz. Ayn\u0131 zamanda \u00e7al\u0131\u015fanlar\u0131m\u0131z\u0131n yeteneklerini geli\u015ftirerek k\u00fcresel hizmet ihracat\u0131na da \u00f6nemli katk\u0131lar sunuyoruz.  Bu alandaki ba\u015far\u0131m\u0131z, 2025 US Customer Experience Awards’ta CX \u0130novasyonunda Alt\u0131n; Yapay Zek\u00e2 Uygulamas\u0131nda G\u00fcm\u00fc\u015f \u00f6d\u00fcllerle ve 2025 Artificial Intelligence Excellence Awards’ta finalist olarak g\u00f6sterilmemizle uluslararas\u0131 \u00f6l\u00e7ekte de tan\u0131n\u0131yor. Mplus T\u00fcrkiye olarak, gelece\u011fin m\u00fc\u015fteri deneyimini \u015fekillendirmeye devam edece\u011fiz\u201d diye konu\u015ftu.<\/p>\n\n\n\n

\u201cYapay zek\u00e2, m\u00fc\u015fteri ihtiya\u00e7lar\u0131na proaktif \u00e7\u00f6z\u00fcmler sunmam\u0131za imk\u00e2n tan\u0131yor\u201d<\/strong><\/p>\n\n\n\n

Mplus T\u00fcrkiye & MENA Sat\u0131\u015f ve Pazarlamadan Sorumlu Genel M\u00fcd\u00fcr Yard\u0131mc\u0131s\u0131 Ogan Atasagun <\/strong>ise, yapay zek\u00e2n\u0131n, operasyonlar\u0131n\u0131n dokusuna yerle\u015fmi\u015f stratejik bir ortak oldu\u011funu s\u00f6yledi. Yapay zek\u00e2n\u0131n, karar vermeden uygulamaya kadar i\u015f s\u00fcre\u00e7lerinin her alan\u0131nda \u00f6l\u00e7ek, hassasiyet ve d\u00f6n\u00fc\u015f\u00fcm sa\u011flad\u0131\u011f\u0131na dikkat \u00e7eken Atasagun<\/strong>, \u201cYapay zek\u00e2 teknolojileri, s\u00fcre\u00e7lerimizi daha esnek ve uyarlanabilir hale getiriyor ve operasyonel karma\u015f\u0131kl\u0131\u011f\u0131 da azalt\u0131yor. Bu sayede kaynaklar\u0131m\u0131z\u0131 daha etkin kullanabiliyor, h\u0131zl\u0131 ve do\u011fru karar alma mekanizmalar\u0131n\u0131 i\u015fleyi\u015fimize entegre edebiliyoruz. Yapay zek\u00e2, hem otomasyon sa\u011fl\u0131yor hem de veri analizi ve \u00f6ng\u00f6r\u00fc yetenekleriyle riskleri minimize ederek m\u00fc\u015fteri ihtiya\u00e7lar\u0131na proaktif \u00e7\u00f6z\u00fcmler sunmam\u0131za imk\u00e2n tan\u0131yor. Bu b\u00fct\u00fcnsel d\u00f6n\u00fc\u015f\u00fcm sayesinde operasyonel verimlili\u011fimizi art\u0131r\u0131rken, \u00e7al\u0131\u015fanlar\u0131m\u0131z stratejik g\u00f6revlere odaklanarak daha katma de\u011ferli i\u015fler yap\u0131yor. B\u00f6ylece, m\u00fc\u015fteri memnuniyeti ve i\u015f s\u00fcreklili\u011fi aras\u0131nda sa\u011flam bir k\u00f6pr\u00fc kuruyoruz\u201d dedi.<\/p>\n\n\n\n

<\/p>\n\n\n\n

\u201cGraia yaz\u0131l\u0131 talepleri an\u0131nda 30\u2019dan fazla dile \u00e7eviriyor\u201d<\/strong><\/p>\n\n\n\n

Mplus’\u0131n kendi Ar-Ge birimi taraf\u0131ndan geli\u015ftirilen Graia, SmartAgent, AllSpace ve Totti gibi yenilik\u00e7i yapay zek\u00e2 \u00e7\u00f6z\u00fcmleriyle birlikte operasyonel verimlilikte y\u00fczde 80’e varan art\u0131\u015flar sa\u011flad\u0131\u011f\u0131n\u0131 ifade eden Atasagun<\/strong>, \u015funlar\u0131 s\u00f6yledi: \u201c\u00d6zellikle Graia ile yaz\u0131l\u0131 talepler an\u0131nda 30’un \u00fczerinde dile \u00e7evrilerek dil bariyerleri ortadan kalk\u0131yor, g\u00f6r\u00fc\u015fme s\u00fcreleri k\u0131sal\u0131yor ve entegra copilot mod\u00fclleri ile e\u011fitim s\u00fcreleri y\u00fczde 40 oran\u0131nda azal\u0131yor. Yapay zek\u00e2, insan temsilcilerin yeteneklerini art\u0131rarak ve onlar\u0131 daha stratejik g\u00f6revlere y\u00f6nlendirerek i\u015f g\u00fcc\u00fcn\u00fcn d\u00f6n\u00fc\u015f\u00fcm\u00fcne katk\u0131da bulunuyor. Rutin g\u00f6revleri otomatikle\u015ftiren yapay zek\u00e2 destekli ara\u00e7lar, temsilcilerin m\u00fc\u015fterilerle daha karma\u015f\u0131k ve empati gerektiren sorunlara odaklanmalar\u0131 i\u00e7in daha fazla zaman yarat\u0131yor.\u201d<\/p>\n\n\n\n

Mplus T\u00fcrkiye Hakk\u0131nda<\/u><\/strong><\/p>\n\n\n\n

T\u00fcrkiye\u2019nin en b\u00fcy\u00fck ba\u011f\u0131ms\u0131z d\u0131\u015f kaynak sa\u011flay\u0131c\u0131lar\u0131ndan biri olan Mplus T\u00fcrkiye, ilk olarak 2000 y\u0131l\u0131nda CMC T\u00fcrkiye ad\u0131yla \u0130stanbul\u2019da kuruldu. Ocak 2020\u2019de, Avrupa\u2019n\u0131n en h\u0131zl\u0131 b\u00fcy\u00fcyen BPO, Teknoloji ve Dan\u0131\u015fmanl\u0131k \u015firketler grubu Mplus\u2019\u0131n en b\u00fcy\u00fck \u00fcyesi olarak faaliyet g\u00f6stermeye ba\u015flad\u0131. G\u00fcnden g\u00fcne b\u00fcy\u00fcyen BPO alan\u0131n\u0131n BPTO d\u00f6n\u00fc\u015f\u00fcm\u00fcne \u00f6nc\u00fcl\u00fck eden Mplus T\u00fcrkiye, farkl\u0131 sekt\u00f6rlerden global i\u015f ortaklar\u0131n\u0131; kendi geli\u015ftirdi\u011fi yenilik\u00e7i entegre \u00e7\u00f6z\u00fcmlerinin yan\u0131 s\u0131ra ba\u015far\u0131l\u0131 i\u015f d\u00f6n\u00fc\u015f\u00fcmlerini sa\u011flayacak b\u00fct\u00fcnsel dan\u0131\u015fmanl\u0131k hizmetleri ile 360\u00b0 \u00e7ok kanall\u0131 ileti\u015fim ve insan odakl\u0131 m\u00fc\u015fteri deneyimi sunma hedeflerine ula\u015ft\u0131r\u0131yor. T\u00fcrkiye ve Avrupa\u2019daki 62 lokasyonda, 57 farkl\u0131 \u00fclkeden 300\u00fc a\u015fk\u0131n kuruma 15 binin \u00fczerinde \u00e7al\u0131\u015fan\u0131 ile 32 dilde hizmet veren Mplus Group\u2019un T\u00fcrkiye kadrosunda 9 binin \u00fczerinde ki\u015fi g\u00f6rev al\u0131rken, 100\u2019\u00fcn \u00fczerinde projede, 10\u2019dan fazla dilde m\u00fc\u015fteri deneyimi ve m\u00fc\u015fteri ileti\u015fimi deste\u011fi sunuluyor.<\/p>\n\n\n\n

Ayr\u0131nt\u0131l\u0131 Bilgi ve \u0130leti\u015fim \u0130\u00e7in;<\/u><\/strong><\/p>\n\n\n\n

Ahmet Do\u011fan
Medya Direkt\u00f6r\u00fc
<\/strong>
Adres:<\/strong> Me\u015frutiyet Caddesi No:100\/1 \u015ei\u015fhane\/Beyo\u011flu
Tel:<\/strong> 0212 255 00 12
Gsm:<\/strong>0536 892 88 21
http:\/\/www.brandworks.com.tr<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Mplus T\u00fcrkiye, m\u00fc\u015fteri deneyimi s\u00fcre\u00e7lerinde yapay zek\u00e2dan yararlanarak daha \u00f6ng\u00f6r\u00fclebilir, ki\u015fiselle\u015ftirilmi\u015f ve veri destekli bir hizmet modeli olu\u015fturuyor. B\u00f6ylece hem m\u00fc\u015fteri taleplerine daha h\u0131zl\u0131 ve tutarl\u0131 yan\u0131t veriliyor hem de s\u00fcre\u00e7lerdeki tekrar eden i\u015f y\u00fck\u00fcn\u00fcn optimize edilmesi m\u00fcmk\u00fcn k\u0131l\u0131n\u0131yor. \u015eirketin kendi Ar-Ge birimi taraf\u0131ndan geli\u015ftirilen Graia ve di\u011fer yenilik\u00e7i yapay zek\u00e2 \u00e7\u00f6z\u00fcmleri sayesinde operasyonel verimlilik \u00f6l\u00e7\u00fclebilir \u015fekilde art\u0131r\u0131l\u0131rken, \u00e7al\u0131\u015fanlar\u0131n karar alma ve problem \u00e7\u00f6zme gibi y\u00fcksek katma de\u011ferli becerilere y\u00f6nelmesi te\u015fvik ediliyor. Teknolojiyi i\u015f s\u00fcre\u00e7lerinde s\u00fcrd\u00fcr\u00fclebilir geli\u015fimin bir par\u00e7as\u0131 olarak g\u00f6ren \u015firket, sekt\u00f6rdeki d\u00f6n\u00fc\u015f\u00fcm dinamiklerine aktif olarak katk\u0131 sunuyor. M\u00fc\u015fteri deneyimi ve operasyonel verimlilikte yapay zek\u00e2n\u0131n d\u00f6n\u00fc\u015ft\u00fcr\u00fcc\u00fc g\u00fcc\u00fc, i\u015f hayat\u0131n\u0131n en kritik dinamiklerinden biri haline geldi. T\u00fcrkiye\u2019nin lider ba\u011f\u0131ms\u0131z d\u0131\u015f kaynak sa\u011flay\u0131c\u0131lar\u0131ndan biri olan Mplus T\u00fcrkiye, 2020 y\u0131l\u0131ndan bu yana yapay zek\u00e2y\u0131 operasyonlar\u0131na entegre ederek hem verimlili\u011fi art\u0131r\u0131yor hem de \u00e7al\u0131\u015fanlar\u0131n\u0131n yeteneklerini geli\u015ftiriyor. \u015eirketin Ar-Ge birimi taraf\u0131ndan geli\u015ftirilen ve bu d\u00f6n\u00fc\u015f\u00fcm\u00fcn merkezinde yer alan Graia, \u00e7ok dilli \u00e7eviri kabiliyetiyle m\u00fc\u015fteri ileti\u015fimini h\u0131zland\u0131r\u0131yor, entegre copilot mod\u00fclleriyle e\u011fitim s\u00fcrelerini y\u00fczde 40 azalt\u0131yor ve temsilcilerin daha stratejik g\u00f6revlere odaklanmas\u0131n\u0131 sa\u011fl\u0131yor. Bu g\u00fc\u00e7l\u00fc teknoloji altyap\u0131s\u0131yla Mplus T\u00fcrkiye, m\u00fc\u015fterilerine daha h\u0131zl\u0131, esnek ve etkili \u00e7\u00f6z\u00fcmler sunarken hem i\u00e7 operasyonlar\u0131nda s\u00fcrd\u00fcr\u00fclebilir bir d\u00f6n\u00fc\u015f\u00fcm ger\u00e7ekle\u015ftiriyor hem de rekabet avantaj\u0131n\u0131 g\u00fc\u00e7lendiriyor. Yapay zek\u00e2n\u0131n m\u00fc\u015fteri deneyimindeki performans\u0131, ara\u015ft\u0131rmalarla da destekleniyor Ara\u015ft\u0131rmalar, m\u00fc\u015fteri deneyimini etkileyen unsurlar aras\u0131nda yapay zek\u00e2n\u0131n \u00f6nemli bir paya sahip oldu\u011funu ortaya koyuyor. Buna g\u00f6re, m\u00fc\u015fteri deneyimindeki farkl\u0131l\u0131klar\u0131n yakla\u015f\u0131k y\u00fczde 26,4\u2019\u00fc yapay zek\u00e2ya ba\u011fl\u0131 olarak a\u00e7\u0131klanabiliyor; bu etkinin y\u00fczde 22,9\u2019u ise do\u011frudan ki\u015fiselle\u015ftirilmi\u015f hizmetlerden kaynaklan\u0131yor. Yapay zek\u00e2 destekli ara\u00e7lar, ortalama i\u015flem s\u00fcresini y\u00fczde 40\u2019a kadar azaltabilirken, ilk \u00e7a\u011fr\u0131da \u00e7\u00f6z\u00fcm oranlar\u0131n\u0131 y\u00fczde 35 oran\u0131nda art\u0131rabiliyor. Ayr\u0131ca, \u00e7a\u011fr\u0131 sonras\u0131 i\u015flem s\u00fcrelerinde y\u00fczde 50\u2019ye varan bir azalma sa\u011flanabiliyor. \u0130\u015f ve teknoloji konular\u0131na odaklanan bir Amerikan ara\u015ft\u0131rma ve dan\u0131\u015fmanl\u0131k firmas\u0131 Gartner, 2025 y\u0131l\u0131n\u0131n sonuna kadar m\u00fc\u015fteri hizmetleri kurulu\u015flar\u0131n\u0131n y\u00fczde 80’inin \u00fcretken yapay zek\u00e2y\u0131 uygulamalar\u0131n\u0131 sistemlerine entegre etmi\u015f olaca\u011f\u0131n\u0131 \u00f6ng\u00f6r\u00fcyor. K\u00fcresel ara\u015ft\u0131rma ve dan\u0131\u015fmanl\u0131k \u015firketi Forrester Research ise yapay zek\u00e2y\u0131, insan yeteneklerini tamamlayan ve onlar\u0131 g\u00fc\u00e7lendiren bir destek arac\u0131 olarak tan\u0131ml\u0131yor. KPMG taraf\u0131ndan 2024 M\u00fc\u015fteri y\u0131l\u0131nda yap\u0131lan Deneyimi M\u00fckemmeliyeti Ara\u015ft\u0131rmas\u0131, yapay zek\u00e2 kullan\u0131m\u0131na y\u00f6nelik ki\u015fisel veri g\u00fcvenli\u011fi (y\u00fczde 51 T\u00fcrkiye) ve yapay zek\u00e2n\u0131n insan duygular\u0131n\u0131 yeterince anlayamamas\u0131 (y\u00fczde 50 T\u00fcrkiye) gibi \u00f6nemli m\u00fc\u015fteri endi\u015felerini ortaya koyuyor. Mplus T\u00fcrkiye, bu endi\u015felere kar\u015f\u0131 \u015feffafl\u0131k, g\u00fc\u00e7l\u00fc veri g\u00fcvenli\u011fi \u00f6nlemleri ve insan-yapay zek\u00e2 i\u015f birli\u011fi modelini benimsiyor. Bu dengeyi sa\u011flayan temel ara\u00e7lardan biri olarak \u00f6ne \u00e7\u0131kan Graia, m\u00fc\u015fteri ileti\u015fiminde h\u0131z sa\u011flarken, \u00e7ok dilli altyap\u0131s\u0131yla global operasyonlarda eri\u015filebilirli\u011fi art\u0131r\u0131yor. \u201cM\u00fc\u015fteri deneyimini anlamak, yapay zek\u00e2n\u0131n yan\u0131 s\u0131ra insan odakl\u0131 bak\u0131\u015f a\u00e7\u0131s\u0131yla m\u00fcmk\u00fcn\u201d G\u00fcn\u00fcm\u00fcz rekabet ortam\u0131nda m\u00fc\u015fteri deneyiminin h\u0131zla de\u011fil, zek\u00e2yla da kazan\u0131ld\u0131\u011f\u0131n\u0131n alt\u0131n\u0131 \u00e7izen Mplus T\u00fcrkiye & MENA CEO\u2019su Cemile Banu H\u0131zl\u0131, m\u00fc\u015fteri beklentilerinin giderek daha karma\u015f\u0131k, \u00e7ok boyutlu ve duygusal hale geldi\u011fini s\u00f6yledi. H\u0131zl\u0131, \u201cM\u00fc\u015fteri deneyimi art\u0131k yaln\u0131zca m\u00fc\u015fteri memnuniyetine indirgenebilecek bir konu de\u011fil. Karar alma s\u00fcre\u00e7lerinde sezgi, etkile\u015fimlerde duygu, \u00e7\u00f6z\u00fcm \u00fcretiminde veri ve t\u00fcm bunlar\u0131n arkas\u0131nda stratejik bir zek\u00e2 yer almal\u0131. Ba\u015far\u0131l\u0131 bir m\u00fc\u015fteri deneyimi y\u00f6netimi, teknolojiyi insan anlay\u0131\u015f\u0131yla birle\u015ftirebilen b\u00fct\u00fcnsel bir yakla\u015f\u0131ma ihtiya\u00e7 duyuyor. Sadece s\u00fcre\u00e7lerin de\u011fil, ili\u015fkilerin de d\u00f6n\u00fc\u015ft\u00fc\u011f\u00fc bir \u00e7a\u011fda m\u00fc\u015fteri deneyimini anlamak, yapay zek\u00e2n\u0131n yan\u0131 s\u0131ra insan odakl\u0131 bak\u0131\u015f a\u00e7\u0131s\u0131yla m\u00fcmk\u00fcn. Bu vizyon da Graia ile hayat buluyor. Graia, teknolojiyi insan anlay\u0131\u015f\u0131yla birle\u015ftirerek m\u00fc\u015fteri etkile\u015fimlerinde h\u0131z ve empatiyi ayn\u0131 platformda sunuyor\u201d dedi. \u201cYenilik\u00e7i \u00e7\u00f6z\u00fcmlerimizle y\u00fczde 80\u2019e varan verimlilik art\u0131\u015f\u0131 sa\u011fl\u0131yoruz\u201d Mplus T\u00fcrkiye\u2019nin, yapay…<\/p>\n","protected":false},"author":2,"featured_media":4178,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[261,1],"tags":[],"class_list":["post-4177","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-basin-bultenleri","category-genel"],"_links":{"self":[{"href":"https:\/\/tr.sektorturk.com\/index.php?rest_route=\/wp\/v2\/posts\/4177","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/tr.sektorturk.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/tr.sektorturk.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/tr.sektorturk.com\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/tr.sektorturk.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=4177"}],"version-history":[{"count":1,"href":"https:\/\/tr.sektorturk.com\/index.php?rest_route=\/wp\/v2\/posts\/4177\/revisions"}],"predecessor-version":[{"id":4180,"href":"https:\/\/tr.sektorturk.com\/index.php?rest_route=\/wp\/v2\/posts\/4177\/revisions\/4180"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/tr.sektorturk.com\/index.php?rest_route=\/wp\/v2\/media\/4178"}],"wp:attachment":[{"href":"https:\/\/tr.sektorturk.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=4177"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/tr.sektorturk.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=4177"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/tr.sektorturk.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=4177"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}