Meet Our Customer
Founded in 2015, Getir is a trailblazer in ultra-fast delivery services, offering groceries and restaurant meals on-demand through its intuitive mobile app. As a leader in the convenience economy, Getir rapidly scaled its operations, expanding both its customer base and geographic reach.
The Challenge
Getir's rapid expansion created the need to scale customer support operations quickly. The growing complexity and volume of customer queries—ranging from order statuses to product issues—required support agents to handle diverse inquiries across various languages. This led to inefficiencies, longer wait times, and increased operational costs.
Getir initially developed a basic chatbot that offered conversation summarization and tagging, but as the company expanded, this solution proved inadequate for addressing its evolving support needs. Getir turned to NorthBay’s expertise to implement an advanced, AI-driven system based on Retrieval-Augmented Generation (RAG) to streamline operations and enhance customer service.
Vision
Getir envisioned a customer support experience transformed by AI-driven technology. Their goal was to reduce the burden on human agents by using advanced bots that could automatically summarize chat conversations and generate assistive scripts, empowering agents to deliver faster, more accurate responses while maintaining high-quality support.
Solution
NorthBay developed and deployed a sophisticated AI-driven customer support solution tailored to meet Getir’s needs. The solution centered on a RAG-based chatbot system that leveraged advanced natural language processing and retrieval capabilities to:
- Improve operational efficiency by automating routine support tasks.
- Enhance customer satisfaction by reducing response times and offering more accurate solutions.
- Provide scalable, multi-lingual support to assist Getir’s expanding global customer base.
The chatbot not only assisted in customer interactions but also acted as a real-time support tool for agents, automatically summarizing chats and providing relevant information for complex cases. This allowed agents to handle more inquiries while maintaining high service quality.
AWS Services
The project heavily utilized AWS services to ensure scalability and efficiency:
Benefits
Improved customer service KPIs:
The AI-driven chatbot system helped Getir significantly improve key performance indicators such as first response time, resolution time, and customer feedback scores. By automating routine inquiries and offering faster responses, Getir was able to address customer needs more efficiently, leading to better overall service performance.
Elevated customer satisfaction:
With consistent and accurate support, customers experienced quicker resolutions and more personalized interactions, regardless of the language or complexity of the issue. This improved satisfaction, leading to higher retention rates and positive feedback.
Increased operational efficiency:
By streamlining support workflows, the AI-enhanced chatbot allowed support agents to focus on more complex cases. Automation reduced the time spent on repetitive tasks, enabling agents to handle higher volumes of tickets without compromising quality.
Reduced operational costs:
AI-assisted operations reduced the need for additional human resources in the customer support center. Automated responses, chat summarization, and agent assistance minimized the manual workload, lowering staffing costs and increasing overall cost efficiency.
Multi-language support:
The scalable, AI-powered system provided seamless support across multiple languages, enabling Getir to serve a diverse, global customer base without the need for a large, multi-lingual support team. This feature was vital as Getir expanded into new markets.
Next Steps
As part of an ongoing commitment to innovation, NorthBay will continue to collaborate with Getir to productionize additional enhancements to the chatbot system, ensuring it remains at the cutting edge of customer support technology.
About NorthBay
NorthBay Solutions is a leading provider of cutting-edge technology solutions, specializing in Generative AI, Cloud Migration, ML/AI, Data Lakes and Analytics, and Managed Services. As an AWS Premier Partner, we leverage the power of the cloud to deliver innovative and scalable solutions to clients across various industries, including Healthcare, Fintech, Logistics, Manufacturing, Retail, and Education.
Our commitment to AWS extends to our partnerships with industry-leading companies like CloudRail-IIOT, RiverMeadow, and Snowflake. These collaborations enable us to offer comprehensive and tailored solutions that seamlessly integrate with AWS services, providing our clients with the best possible value and flexibility.
With a global footprint spanning the NAMER (US & Canada), MEA (Kuwait, Qatar, UAE, KSA & Africa), Turkey, APAC (including Indonesia, Singapore, Hong Kong, Philippines and Vietnam), NorthBay Solutions is committed to providing exceptional service and support to businesses worldwide.
We hold the following competencies, specializations and programs of AWS:
- 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
