Yapi Kredi is stepping up its customer service. It uses NiCE AI-Enabled Interaction Analytics to turn chats into sales wins. The bank teamed up with 3-D Bilisim Teknolojileri A.Ş. to launch this AI. It helps find hidden sales opportunities tucked away in millions of service calls every year. The system basically does the heavy lifting. It automatically sorts through calls. Even tells employees exactly what to do next so they can close deals more effectively. This approach bridges the gap between customer support and revenue generation.
Award-Winning AI Performance and Revenue Growth
The results are pretty impressive. Between January and December 2025, the bank hit a 5% conversion rate using NiCE AI-Enabled Interaction Analytics. It is a big deal because it completely outpaced old-school methods like batch processing. The numbers were so strong, the project actually picked up a 2026 Bronze Stevie Award for AI-Driven Sales Automation. It’s a great example of how a bank can use speech intelligence to really move the needle on sales. Now, the bank can spot exactly what a customer wants. Also, figure out which patterns work best to find revenue opportunities that used to go unnoticed.
“At Yapi Kredi, we are focused on using advanced technologies to continuously improve both customer experience and business outcomes. With NiCE, we are transforming unstructured conversation data into actionable sales intelligence. The result is measurable impact, achieving a 5% conversion rate that surpasses traditional benchmarks and enabling us to turn service interactions into meaningful revenue opportunities,” said Gökhan Ayas, Customer Relations Center Group Director at Yapi Kredi.
“Yapi Kredi is setting a powerful example of how AI can turn everyday customer conversations into measurable business growth. By embedding NiCE’s AI directly into its customer relations operations, the bank is uncovering revenue opportunities that traditional CRM systems simply miss. Together with 3-D Bilisim, we are helping Yapi Kredi scale AI-driven decisioning that strengthens both customer experience and sales performance,” said Darren Rushworth, President of NiCE International.
“Our goal was to help Yapi Kredi unlock the intelligence hidden in customer conversations. By leveraging NiCE’s AI, the bank can now understand customer intent at scale, identify successful sales behaviors, and guide employees toward revenue-generating interactions. This initiative demonstrates how AI can transform a customer relations center into a powerful driver of both experience and growth,” added Uğur Dayan, General Manager of 3-D Bilisim.
Looking for more updates on financial innovation and revenue-driven technology? Visit RevTech News for expert insights and the latest trends.
News Source: Businesswire.com
