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Ayrıca Nalan Hanım gibi diğer uzmanlar da konuşmacı olarak yer almaktadır.","Webinar, yapay zeka ve chatbot çözümlerinin özellikle çağrı merkezi operasyonlarındaki kullanımını, avantajlarını ve uygulamalarını ele almaktadır. Konuşmacılar, chatbotların müşteri hizmetlerinde sağladığı 24/7 erişilebilirlik, kaynak krizi önleme, maliyet tasarrufu gibi faydalarını, botların hedeflediği cevap oranlarını ve kendi kendini öğrenme algoritmalarını detaylı şekilde anlatmaktadır.","Videoda ayrıca chatbot kullanımının bankacılık sektöründe %400, müşteri hizmetleri sektöründe ise %100 oranında arttığı, kargo takibi, teslimat durumu gibi sık sorulan soruların botlarla nasıl karşılanabildiği ve bot-çevrimiçi destek sisteminin işleyişi gibi konular da ele alınmaktadır. 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 alıyor."]},"beginTime":8,"endTime":129,"href":"/video/preview/9922291573613394125?parent-reqid=1769350426650776-2847036920343423597-balancer-l7leveler-kubr-yp-sas-88-BAL&text=AloTech.&t=8&ask_summarization=1"},{"index":1,"title":"Hepsijet Hakkında","list":{"type":"unordered","items":["Hepsijet, Hepsiburada ailesinin bir üyesi olarak 2016 yılında kurulmuş, Türkiye'nin en büyük kargo şirketlerinden biri.","Hepsiburada ile birlikte çalışan müşteri hizmetleri ekibinde 200'den fazla çalışan bulunuyor.","Pandemi, e-ticaret ve kargoculuk sektöründe yoğunluk yaratmış, insanların e-ticaret alışkanlığı ikiye, üç katına çıkmış."]},"beginTime":129,"endTime":299,"href":"/video/preview/9922291573613394125?parent-reqid=1769350426650776-2847036920343423597-balancer-l7leveler-kubr-yp-sas-88-BAL&text=AloTech.&t=129&ask_summarization=1"},{"index":2,"title":"Alotech ve Yapay Zeka Laboratuvarları","list":{"type":"unordered","items":["Murat, Alotech'te yapay zeka ekseninde çözümler ürettiğini ve yapay zeka laboratuvarları ekibinin sorumlusu olduğunu belirtiyor.","Yapay zeka laboratuvarları ekibinde iş zekası uzmanları, data science'ları ve developer'lar bulunuyor.","Ekip, chatbot hizmetlerine devreye alım, bakım ve geliştirme süreçlerini üstleniyor."]},"beginTime":299,"endTime":385,"href":"/video/preview/9922291573613394125?parent-reqid=1769350426650776-2847036920343423597-balancer-l7leveler-kubr-yp-sas-88-BAL&text=AloTech.&t=299&ask_summarization=1"},{"index":3,"title":"Değişen Müşteri Eğilimleri","list":{"type":"unordered","items":["Y ve Z kuşaklarının eğilimleri chatbot ve chat eğilimlerini etkiliyor.","Eda'ya göre yapılan bir araştırmada 100 kişiden 66'sı geçen ay içerisinde chatbotlarla etkileşim kurmuş, 59'u da çağrı merkezini aramış.","18-29 yaş aralığında 19'unun %19'unu geçen ay içerisinde chatbotla etkileşim kurmuş, %50'si telefon üzerinden çağrı merkezini hiç 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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=1769350426650776-2847036920343423597-balancer-l7leveler-kubr-yp-sas-88-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 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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=1769350426650776-2847036920343423597-balancer-l7leveler-kubr-yp-sas-88-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=1769350426650776-2847036920343423597-balancer-l7leveler-kubr-yp-sas-88-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=1769350426650776-2847036920343423597-balancer-l7leveler-kubr-yp-sas-88-BAL&text=AloTech.&t=1673&ask_summarization=1"},{"index":15,"title":"Kaliteli Hizmet Verme 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