From the Entrepreneur’s Perspective: The Effective Use of Artificial Intelligence in Customer Experience Management

At the end of 2020, Boğaziçi Ventures launched the BV Growth (BVG) Fund by securing its first investor commitments. Since then, we have invested in over 50 Turkey-based, early-stage, disruptive technology companies. While growing alongside our portfolio companies, we also launched BV Insights, a LinkedIn Newsletter in the form of a knowledge base where our team shares their expertise and experience on various topics.

At the end of 2020, Boğaziçi Ventures launched the BV Growth (BVG) Fund by securing its first investor commitments. Since then, we have invested in over 50 Turkey-based, early-stage, disruptive technology companies. While growing alongside our portfolio companies, we also launched BV Insights, a LinkedIn Newsletter in the form of a knowledge base where our team shares their expertise and experience on various topics.

Now, through our new article series, “From the Entrepreneur’s Perspective,” we are bringing our portfolio companies’ expert insights directly to you. In this article, Tanel Temel, Co-Founder and CEO of Artiwise, one of BV Growth’s portfolio companies, details the power of artificial intelligence in customer experience management and shares his valuable perspective.

Why Artificial Intelligence?

If asked, “What is today’s most important technology?” most of us would certainly answer: Artificial Intelligence.

Rapidly expanding in recent years, AI has been creating revolutionary transformations in modern life—offering unique solutions across industries from healthcare to education, automotive to financial services.

AI also contributes significantly to our work lives. From filling out forms quickly to analyzing lengthy voice or text records, AI automates routine tasks. Beyond that, one of AI’s most valuable capabilities lies in its power to analyze and interpret complex data to deliver the most effective solutions.

In doing so, AI minimizes wasted time and resources, increases efficiency, and reshapes company culture—creating a new world where technology works alongside humans.

For this reason, AI applications are critical for delivering effective customer experience solutions and managing customer experience operations.

Customer Journey

Before explaining how AI methods can elevate customer experience, it is important to define the Customer Journey.

The customer journey encompasses all interactions a customer has with a brand, starting from the very first touchpoint. Understanding this journey is vital for identifying needs, expectations, and opportunities to deliver tailored solutions.

Customer experience teams—and especially their leaders—must fully grasp this journey, because sustainable customer satisfaction depends on properly mapping it.

Key questions emerge along this journey:

• “Which path do our customers follow?”
• “At which stage do they face problems?”
• “What actions must we take to overcome bottlenecks in customer management processes?”

At this point, sustainable customer satisfaction requires a shift in work processes and company culture, supported by AI.

Artiwise, since its founding, has had the mission of ensuring sustainable customer satisfaction through AI. Its goal is to be the leading brand that enhances customer experience with its AI-powered Voice of the Customer (VoC) platform.

Artiwise’s AI-Powered Voice of the Customer (VoC) Platform

Artiwise’s AI analyzes customer journeys and insights, regardless of the size or diversity of the data.

• It identifies major trends, emerging issues, and key drivers of satisfaction, along with customer emotions.
• It helps companies take the right actions at the right time.
• With 7 AI R&D projects completed, Artiwise has already improved the customer experience (CX) for large enterprises across industries including automotive, finance, telecom, retail, FMCG, e-commerce, and aviation.
• Data from multiple communication channels—call centers (inbound & outbound), surveys, social media, web chat, chatbots—is consolidated into dashboards displaying the customer journey.

Artiwise AI does more than identify complaints and requests—it also detects the root causes and presents them with actionable insights.

Key AI-Driven Analyses in Customer Experience

1. Sentiment Analysis

• Goes beyond keyword-based detection.
• Analyzes the real meaning of each sentence, even when multiple topics and emotions are present.
• Example: “I was satisfied with your mobile app, but your support agent was not competent.”
  • Positive sentiment (product), negative sentiment (support agent).
• Helps companies focus on issues impacting customer satisfaction most.

2. Customer Insights

• Millions of minutes of call recordings and massive amounts of social/chat data make manual review impossible.
• Artiwise presents insights with root causes and emotions, showing:
  • The most negative customer issues,
  • Duration of problems,
  • Whether corrective actions worked.

3. Impact Analysis

• Measures how specific events or decisions impact customer experience.
• Provides prioritized actions, identified via AI-driven correlation analysis.
• Especially useful for NPS (Net Promoter Score) surveys, combining both quantitative and qualitative data for deeper insights.

4. Root Cause Analysis

• Detects the underlying reasons for recurring problems.
• Integrates sentiment and root causes for each issue, helping companies design actionable improvement plans.

The Role of Call Centers

Call centers remain critical for customer interaction. Yet, their integration with other channels is key to delivering a consistent, holistic experience.

AI can:

• Analyze customer interactions in real-time,
• Suggest responses to agents,
• Enhance consistency by combining call center data with other customer touchpoints.

Artiwise further strengthens this by analyzing both the customer’s and the agent’s voice, identifying areas for improvement and providing real-time guidance.

Why It Matters

Delivering sustainable customer satisfaction is not just about technology—it’s about embedding AI-driven processes into company culture. When this cultural shift occurs, companies multiply the benefits they deliver to their customers.

Artiwise’s mission is precisely this: to improve customer experience, increase satisfaction, and empower decision-making with actionable insights.

Boğaziçi Ventures & Artiwise

With the support of the 2023 investment from Boğaziçi Ventures, Artiwise continues to advance its AI technologies and solidify its leadership in the industry.

For over a decade, Boğaziçi Ventures has worked with dedication to contribute to Turkey’s technology ecosystem and create value. With our strong network and deep expertise, we continue to support entrepreneurs. We believe AI-powered solutions across multiple verticals will play a vital role in building sustainable and intelligent systems.

We invite entrepreneurs to apply to Boğaziçi Ventures at [email protected] for investment discussions. Grow your technology venture and join our global network today!