AI and RPA-Powered Complaint Resolution Management Qorus-Infosys Finacle Banking Innovation Awards 2025- Nominated
Submitted by
Yapi Kredi
Yapı Kredi was established as the first retail oriented private bank in Turkey and now the Bank is the third largest private bank in Turkey as of the end of 2018 with TL 373,4 billion of assets. Yapı Kredi is one of the 10 most valuable brands in Turkey with...
TurkeyCategory
Predictive, Generative, and Agentic AI InnovationKeyword
Customer experience, AI & Generative AI, Social media, Automation
Innovation presentation
This innovation was launched to eliminate inefficiencies and delays caused by the manual processing of a high volume of complaints received by the bank.
Complaints from all channels (call center, branches, website, email, social media, etc.) are analyzed by AI and automatically classified under 675 distinct subjects (with a 90% success rate). Additionally, the complaints are categorized by type—request, complaint, compliment—at a 93% accuracy rate.
All messages from social media platforms are prioritized using an AI-based tool, and selected posts are responded to directly by AI.
Legal deadline tracking is managed with RPA processes. Customers are automatically notified via email when their complaint's resolution deadline approaches. This ensures operational efficiency, regulatory compliance, and prevents potential penalties.
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