88% Automated Response Rate and +11 Points in Satisfaction: Altınyıldız Classics Enhances Customer Experience with AI

In the fashion category, size and fit are the most frequently asked questions by customers. Altınyıldız Classics increased its customer satisfaction score by 11 points by automating the majority of its product inquiries with Dot Assist.

Challenge

Altınyıldız Classics was facing a highly intense volume of inquiries across marketplaces. Specifically, several areas were increasing the operational burden:

• Personalized size recommendation requests
• Questions regarding product fit and detailed measurements
• Frequent repetition of the same types of questions by different users
• High workload on the customer service team due to manual responses

In the fashion category, 63% of product inquiries were directly related to size recommendations, and answering these accurately was critical to preventing lost sales.

Action (Solution Process)

By integrating Dot Assist into its system, Altınyıldız Classics trained the AI on its product details and comprehensive size charts.

Dot Assist managed the process as follows:

• Conducted an in-depth analysis of product size charts and fit information.
• Provided personalized size recommendations within seconds to every customer who shared their height and weight.
• Automatically answered the vast majority of repetitive general inquiries without human intervention.
• Relieved the customer service team of their operational burden, allowing them to focus on more complex requests.

Results

Following the Dot Assist integration, the following results were achieved in Altınyıldız Classics stores:

• 88% of marketplace inquiries were answered fully automatically.
• The average response time was accelerated by 8 hours.
• The customer satisfaction score saw an increase of +11 points.
• Customer service teams saved 21 business days per month by being freed from manual tasks.