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.
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recordings per month · last 12 monthsRecordings per month over the last 12 months — 1 in all, peaking in Jul 2026 with 1.
Appearances
But the performance of simple chatbots is not in line at all with today's customer expectation.
So ATI recently upgraded such an operation with a GenAI powered solution using retrieval augmented generation, RAC for short, and LLM models.
And the operational validation has been undeniable.
This new RAC-enabled agentic system maintains contacts during customer interactions.
It is able to lead human-like conversation based on the information retrieved from the FAQ database.
So back when the customers were relying on the original rule-based chatbot, the on-the-spot conversation closure rate was stuck at a modest 18%.
After the launch of the conversational rack Systems with HETIA that was turning the entire technical and commercial FAQ repository into a fluid context-aware interface, the on-the-spot closed conversations skyrocketed to an incredible 45%.
So this represents a massive volume of customer traffic that is completed quickly and accurately without costing a single human touchpoint.
So first contact resolution rates are going up significantly.
And this not just enhances customer experience, but also reduces cost of service.
For smaller operations, such a shift will amount to several hundred thousand customer queries per year.
That will be resolved by the AI agent without any human involvement.
And for larger ones, the figures can be in the millions.
Naturally, when you see a leap like that, the immediate question from senior leadership is, did you destroy the quality of the customer experience to achieve those savings?
But we did run months of continuous customer surveys right inside the active chat window.
And the results show that the customer satisfaction for users interacting with the AI agents was completely on par with interactions handled by human CSRs.
So there was absolutely no quality deterioration and zero week-to-week metric variation.
It has structurally elevated the customer's NPS, the Net Promoter Score.
So, this stability directly unlocked massive structural savings in the customer's human resources allocation.
When and by resolving the 45% of incoming traffic entirely via the AI agent, the customer could reduce its human support agent headcount by 20%.
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