Mplus Turkey, one of the largest independent outsourcing service providers in the country, organized the “AI-ization of CX – AI-Powered Customer Experience Transformation Meeting” in collaboration with Fark Labs to shed light on the future of customer experience. During the event, the transformative impact of artificial intelligence technologies on customer experience was examined from multiple angles. Participants gained in-depth insights into how AI solutions are enabling more efficient, personalized, and sustainable processes in the business world.
At the event, Mplus Turkey evaluated the emerging trends in customer experience through data-driven, intelligent, and sustainable CX solutions. Industry professionals and technology leaders shared their knowledge and experiences on how customer experience is being reshaped by artificial intelligence.
“We Aim to Grow Not Only Technology, But Also Trust and Culture”
In her opening speech at the event, Cemile Banu Hızlı, CEO of Mplus Turkey and MENA, emphasized that customer experience is no longer won with speed, but with intelligence. Highlighting their approach to customer experience that goes beyond just technology, Hızlı stated:
“CX is not merely about ensuring customer satisfaction; it requires managing emotion, intuition, data, and intelligence all together. At Mplus, we place people at the center, redefining customer experience and reshaping the direction of the industry. For us, customer experience lies at the heart of our strategic growth. While AI accelerates this process, it also becomes a supportive force that enhances empathy, emotional intelligence, and intuition.
But let me make this very clear: technology is just a tool. What makes it valuable is the intention behind it and the ability to apply it effectively. At Mplus, we invest not only in technological transformation, but also in cultural transformation. Data security, commitment to ethical principles, and respect for customer privacy are among the top values in all our AI investments.
We are ready to lead the CX transformation together with our stakeholders, technology partners, and professionals working in this field. Because we aim to grow not only technology, but also trust and culture,” she concluded.
“We Have Integrated Artificial Intelligence into the Core of Our Business Model”
Ogan Atasagun, Deputy General Manager of Sales & Marketing for Mplus Turkey & MENA, delivered a speech titled “The Transformative Power of Artificial Intelligence in Customer Operations.” He emphasized that AI is not just a matter of the future—it is a current reality that directly shapes today’s decisions, models, and ways of working. Highlighting that data is not merely a resource but lies at the very center of decision-making mechanisms, Atasagun pointed out that this transformation is not solely the responsibility of IT teams or technical departments:
“From sales to human resources, from customer experience to operations, the entire structure is being redefined by AI. According to some studies, AI is expected to generate over $400 billion in economic impact within five years in customer operations alone. At Mplus, we recognized this transformation early. In 2020, we made a strategic decision to integrate AI into the core of our business model,” he said.
“96% of Our Business is Ready to Be Transformed with AI”
Atasagun explained that their AI strategy is built on two main pillars:
- Organizational integration, meaning the permeation of AI into all departments.
- Commercialization, including the development of new service models.
So, how is this integration progressing? “Currently, 96% of our operations are ready to be transformed with AI,” he said. At this point, a new AI product developed by Mplus comes into play. This cloud-based product receives data from both static sources and dynamic systems. It is capable of integrating with advanced models such as OpenAI, Meta, and Alpaca, and securely stores all data within Microsoft Azure.
Thanks to this AI solution:
- 37% of calls are now resolved without human intervention,
- Accuracy has improved by 96%,
- Call duration has decreased by 18%,
- Training time has been reduced by 26%,
- Email response time has improved by 65%,
- Agent productivity has increased by 10%,
- And the rate of providing correct information has risen by 8%.
“These successes weren’t achieved by technological investment alone—we always kept the human factor at the center,” Atasagun stated. “We believe that AI does not eliminate the need for human talent, but makes it more efficient and capable. Within the next five years, it is predicted that AI customer representatives will reach 90–95% competency levels. However, we remain committed to our vision of making this technology compatible with human values. For us, AI is a strategic partner that we have integrated across all levels of our organization. On this journey, we invite all our industry stakeholders, business partners, and professionals to co-author this transformation story,” he concluded.
Fark Labs Founder and CEO Ahu Serter stated:
“In this era where mobility and artificial intelligence are at the center, customer experience is not merely a service process—it is a strategic partnership established between the customer and the company. As the founder of Fark Labs, with our ‘Customer Twin’ approach, we position the customer as an entity that deeply understands their real needs and expectations, evolves alongside them, and creates common ground at every stage of the experience. This approach, empowered by the possibilities brought by digital transformation, will redraw the boundaries of CX, turning personalized, continuously learning, and time-efficient customer experience into a next-generation ecosystem.”
About Mplus Turkey
One of Turkey’s largest independent outsourcing service providers, Mplus Turkey was originally founded in 2000 in Istanbul under the name CMC Turkey. In January 2020, it began operating as the largest member of Mplus Group—Europe’s fastest-growing group of BPO, technology, and consulting companies. Pioneering the transformation of the rapidly expanding BPO field into BPTO, Mplus Turkey empowers global business partners from various industries to reach their goals with innovative integrated solutions it has developed, alongside holistic consulting services that enable successful business transformation—offering 360° omnichannel communication and human-centric customer experiences.
Operating across 62 locations in Turkey and Europe, Mplus Group delivers services in 32 languages to over 300 organizations from more than 58 countries with approximately 15,000 employees. In Turkey alone, Mplus employs over 9,000 people and provides customer experience and communication support in more than 10 languages across more than 100 projects.
