Delivering Delight: How Getir Transformed Customer Support using GenAI on AWS
Meet Our Customer
Getir is a Turkish rapid delivery company that operates a mobile app-based grocery delivery service. Founded in 2015, Getir has expanded rapidly, offering customers the convenience of ordering groceries, snacks, and other everyday items through their app and having them delivered within minutes. It's gained popularity for its quick delivery times and wide range of available products. Getir has also initiated GetirMore, GetirFood, GetirWater, GetirLocals, GetirDrive, GetirJobs, GetirBiTaxi, and n11.
While users fulfill their instant needs in minutes with Getir, they get their weekly grocery shopping done on GetirMore. They get takeout from GetirFood, and keep in contact with their local shops through GetirLocals. They place orders for water on GetirWater, and use GetirBiTaxi or GetirDrive for transportation. Also find employees, services, or jobs they need with GetirJobs.
They continue to make their users' lives easier in all 81 provinces of Turkey, as well as in the USA and Europe.
The Challenge
In the fast-paced realm of last-mile delivery, Getir is encountering the pressing challenge of expanding its customer support infrastructure to keep pace with the surging demand and diverse needs of its clientele. The company is currently contending with a myriad of inquiries, spanning from order tracking to issue resolution, all within a multilingual framework. However, this manual process to lookup a customer query (multiple places like CRM, Order Management system etc) is proving to be laborious and prone to inefficiencies, resulting in prolonged wait times for customers and increased operational expenditures for the organization.
To address this challenge head-on, Getir has proactively automated the summarization and tagging of customer-chatbot interactions, advancing its ability to reason across various verticals. Now, the company is strategically focusing on the final phase of implementation, aiming to achieve GenAI-based output to streamline operations further and enhance customer satisfaction.
Responding to the need, Getir decided to perform a Proof of Concept (POC) for “GenAI-based Agent and Customer Guidance” and formed a strategic alliance with NorthBay Solutions, a Premier Tier AWS Partner specializing in consulting, migration, GenAI and managed services. NorthBay Solutions' profound expertise in architecting, implementing, operating, and maintaining advanced cloud environments positioned them perfectly as a trusted collaborator for Getir's specific requirements.
The Implication
Through a comprehensive Discovery Phase, NorthBay team gathered the customer requirements and presented a solution based on AWS GenAI/ML services. This collaborative approach facilitated the development of a transparent and trusted solution design tailored for Getir's current and future requirements. NorthBay further solidified this foundation by crafting detailed solution diagrams and communication flow charts ensuring a solution that perfectly aligned with Getir's needs.
Solution
NorthBay Solutions, a Premier Tier AWS Partner, stepped in as the ideal collaborator. By leveraging their profound expertise in cloud architecture, specially GenAI, NorthBay crafted a comprehensive solution tailored to Getir’s specific needs.
Following services were provided:
API Integration: NBS has provided an Agent and Customer guidance API allowing Getir to integrate with existing CRM workflows. API accepts “summarized” customer chats that are tagged with “reason” and “vertical” in the form of an API request payload.
Customer and Agent Guidance: The request payload received from the API was used for the generation of an assistive script for support agents using the GenAI approach.
Prompt Engineering: NBS build guardrails within the AI system to identify and manage out-of-context or irrelevant queries, maintaining relevance and appropriateness in AI responses.
Admin Web Interface: NBS created a basic web interface where Getir staff can upload new agent training documents. This interface enables the team to manage documents for the duration of the POC.
Data Ingestion: NBS processed and vectorized relevant data sources, including agent training materials and structured data for output generation.
Leveraging the power of AWS, Getir successfully runs its Live Support Chatbot in a secure and scalable cloud environment.
Benefits
Implementing a Live Support GenAI based Customer and Agent guidance solution hosted on AWS could offer significant business benefits:
- 24/7 Support Availability: Getir aims to provide round-the-clock support to its customers, ensuring assistance is available whenever needed. By deploying GenAI solutions on AWS, the company can offer instant responses to customer queries, order updates, and assistance with common issues, regardless of the time of day or night. This availability enhances customer satisfaction and trust in Getir's service.
- Cost Savings: Prior to implementing GenAI solution, Getir experienced high operational costs associated with staffing a large customer support team to handle inquiries and issues. With a GenAI based solution hosted on AWS, the company can automate a significant portion of its support tasks, reducing the need for additional human resources. This results in substantial cost savings in terms of manpower, training, and overhead expenses.
- Scalability: Getir experiences fluctuating demand throughout the day, with peak times during evenings and weekends. By leveraging AWS's scalability features, GenAI solution can dynamically allocate resources to handle spikes in customer inquiries and order requests. This ensures that Getir maintains high service levels even during periods of increased activity, without the need for manual intervention.
- Improved Efficiency: GenAI capabilities enable it to quickly analyze and respond to customer queries, track orders, and provide personalized recommendations based on user preferences. This efficiency streamlines the customer support process, reducing resolution times and enhancing overall service quality. Customers receive prompt assistance, leading to higher satisfaction levels and repeat business.
- Data Insights: GenAI solution collects and analyzes vast amounts of data from customer interactions, including common inquiries, feedback, and purchasing patterns. RapidDelivery can leverage these insights to optimize its operations, improve service offerings, and identify areas for innovation. For example, analyzing frequently asked questions could inform updates to the mobile app interface or additions to the product catalog.
- Enhanced Customer Experience: By deploying GenAI solution, Getir enhances the overall customer experience by providing instant, personalized support directly within the mobile app. Customers can quickly resolve issues, track orders in real-time, and receive proactive updates on delivery status. This convenience and responsiveness build trust and loyalty among users, encouraging them to continue using RapidDelivery for their grocery needs.
- Competitive Advantage: Getir can gain a competitive edge in the crowded grocery delivery market by offering innovative and efficient customer support through GenAI Customer and Agent guidance system. The company sets itself apart from competitors by prioritizing customer convenience, reliability, and satisfaction. This differentiation attracts new customers and retains existing ones, driving growth and market share expansion.
AWS Services
The following is the list of core AWS Services used by Getir:
About NorthBay
Northbay is a fast-growing, 100% AWS focused onshore/offshore AWS Premier Consulting Partner, supporting our customers to accelerate the reinvention of their applications and data for a cloud native world. Our >350 AWS certified employees excel in developing and deploying database & application migrations, data lakes and analytics, ML/AI, GenAI, DevOps and application and data modernization/development that drive measurable business impact.
We hold the following competencies, specializations and programs of AWS:
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Generative AI and Machine Learning
- Data & Analytics
- DevOps
- Mobile
- Education
- Migration Competency
- MSP Partner
- Public Sector Partner
- Database Ready
- Database Freedom
- Solution Provider Partner
- Well Architected
