PTT expands AI use in customer services in its 186th year

PTT AŞ, founded on October 23, 1840, supports its call center as well as email, WhatsApp and web chat channels with artificial intelligence infrastructure. The new system, which will manage applications from different channels through a single center, is planned to launch before 2027.

PTT AŞ, whose foundations were laid under the name Postal Ministry on October 23, 1840, is enhancing its digital services with artificial intelligence infrastructure in its 186th year. In addition to voice-based customer representatives at its call center, the company supports its email, self-service, WhatsApp and web chat channels with AI.

PTT is renewing its Customer Applications Management System to manage requests from different channels through a single center. The new system is planned to launch before 2027. Approximately 429 million electronic notifications have been sent to date through the National Electronic Notification System operated by the company.

Shipments at a PTT cargo depot

The postal market's total net sales revenue reached 104.45 billion liras in the first half of this year. PTT held a 21.75 percent share of this market, while increasing its share of the postal cargo market to 8.62 percent. Eighty-eight percent of domestic shipments are delivered to recipients within no more than two days, including the day they are accepted.

PTT Director General Hakan Gülten said they had integrated technological innovations into their work and were continuing the digital transformation process with determination. Gülten said their goal was to make PTT an organization that offers citizens faster, more effective and higher-quality solutions.

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