Artificial intelligence-powered customer experience technologies are reshaping how companies compete worldwide. Gartner forecasts that by 2026, more than 75% of customer interactions will be managed through AI-enabled systems.
One of the strongest TΓΌrkiye-based examples of this shift is Etiya's Agentic AI-focused digital transformation model developed in partnership with Amazon Web Services (AWS).
Etiya, which specializes in AI-driven customer experience solutions, integrated AWS's generative AI and cloud services into its platforms, delivering a 34% increase in operational efficiency.
Through its Agentic AI architecture, the company more than doubled, by 2.35 times, the share of customer interactions fully resolved via chatbots, while significantly reducing the workload on live support channels.
Rise of autonomous agents
Globally, customer experience technologies are moving beyond traditional chatbots toward autonomous digital agents.
According to recent McKinsey research, generative AI and agent-based systems can reduce customer service costs by up to 30% while lifting customer satisfaction by double-digit percentages.
Etiya's AWS-based architecture reflects this broader trend. Built on Amazon Bedrock, Amazon SageMaker and Amazon Titan models, the system enables digital agents that can understand context, make decisions and complete multistep processes without human intervention.
Cloud-driven scalability
Founded in 2004, Etiya operates across three continents and seven coun
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