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
Actually, there is one more similarity to human teams.
Human customer service agents become more experienced and knowledgeable with time and seniority.
AI agents also learn and adapt based on previous interactions, feedback, and past decisions.
The more they work, the better they get.
AI agents constantly consume real-time data, for example, digital twins insight on customer instructions or behavior, and this helps them to make smarter decisions.
Yeah, great question.
I mean, AI agents can be used in various domains, but what we at ETI are focusing on and where we see that telcos can achieve quickly value creation are CX related areas.
Today, when CX becomes a key differentiator, this can bring major benefits to operators.
So, in customer-facing roles, our agents can handle typical, routine customer queries quickly, like onboarding, password resets, SIM card or order status-related issues.
By offering service consistency, fast resolution and their up-to-date 24-7, so instant accessibility, this will considerably improve customer experience.
And these agents already powered by GenAI.
So interactions will be natural, human-like, not rigid, like the early days of chatbots.
In sales and marketing roles, ATI agents can analyze a customer's history, understand insights and signals, and create hyper-personalized offers for acquisition.
It could be for churn prevention, upsell or cross-sell.
So speed, accessibility and relevance is a clear benefit for customer experience, but this can be converted to tangible and measurable business results as well.
More satisfied the customers, more targeted product bundles mean better offer uptakes, reduced churn and increased customer lifetime value.
They all show up in company bottom lines.
And automation and repetitive tasks has another great advantage, namely reducing operational costs for the business, of course.
Sure.
In Telco, digital brands usually rely heavily on web or app-based self-service and the use of chatbots instead of operating huge and costly call centers or stores.
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