Ergün Mercan
speaker
129 appearances
1 recordings
1 series
first heard Jul 2026
last heard 13 Jul
Ergün Mercan’s voice in public audio — every appearance, attributed to the second.
Trend
recordings per month · last 12 monthsRecordings per month over the last 12 months — 1 in all, peaking in Jul 2026 with 1.
Appearances
Thanks for the introduction, Tara, and thank you for inviting me.
Yeah, yeah, Tara.
I mean, I have to admit, I also had my fair share of frustrating experiences with the early chatbots.
But luckily, the situation is changing rapidly.
So if you look back, the early rule-based chatbots that became widespread across 2016...
They simply couldn't handle the complexity of a real telco customer.
They relied on rigid decision tree logic based on, you know, extracting certain words.
And if a user diverted slightly from that logic, the system would just simply break.
And this led to endless loops, frustrating handoffs to human service agents.
You know, in a way it created a severe lose-lose scenario where customer satisfaction decreased while the operational support costs continued to rise.
So this was especially critical for digital brands where they don't have stores to fall back on.
In such cases, any friction in digital interaction layer immediately translates into customer pain points and escalates operational costs.
The real inflection point occurred with the transition to generative AI and moving completely away from static, rule-based, keyword matching, toward authentic intent recognition and context awareness.
So suddenly the system could perceive large volumes of unstructured information
analyze historical conversations and now proactively anticipate the customer needs.
And what is very important is it is capable to craft more tailored and human-like responses right now.
Then we went one step further from simple bots that could handle one thing at a time to complex systems where multiple AI agents work together like a digital team.
This is a fundamentally new software paradigm, one where autonomous systems execute goal-driven actions rather than just generating text responses.
It's a permanent operational infrastructure layer now, and it has completely redefined how we interact with customers.
So it's not about technology.
Showing 1–20 of 129 · page 1 of 7
Next →