Yapi Kredi Transforms Customer Conversations into Revenue Opportunities with NiCE AI-Enabled Interaction Analytics

NiCE announced the successful deployment of its leading AI-enabled Interaction Analytics at Yapi Kredi, one of Turkey’s largest private banks in partnership with 3-D Bilisim Teknolojileri A.Ş., a Turkish company specializing in contact center solutions. Yapi Kredi is leveraging NiCE to convert customer interaction data into real-time sales intelligence, enabling the bank to outperform traditional benchmarks and unlock new revenue from routine service conversations.

With millions of customer interactions occurring across its channels every year, Yapi Kredi is leveraging NiCE to automate classification, routing, and real-time responses while uncovering hidden sales signals within everyday service conversations. By turning previously untapped interaction data into actionable insights, the bank achieved a 5% conversion rate that surpassed traditional batch and event-based data benchmarks, significantly improving sales performance while strengthening customer engagement. This performance was based on measurement conducted from January through December 2025.

Yapi Kredi now analyzes customer conversations in real time to identify intent, detect high-performing sales patterns, and guide employees toward the next best action. This approach enables the bank to proactively surface revenue opportunities during service interactions, bridging the gap between customer support and sales while delivering more personalized engagement.

NiCE empowers organizations with AI-driven customer engagement capabilities. Leveraging automation, interaction orchestration, analytics, and workforce intelligence, NiCE helps enterprises improve efficiency, enhance customer experiences, and deliver measurable results at scale.

Darren Rushworth, President, NiCE International, said, “Yapi Kredi is setting a powerful example of how AI can turn everyday customer conversations into measurable business growth. By embedding NiCE’s AI directly into its customer relations operations, the bank is uncovering revenue opportunities that traditional CRM systems simply miss. Together with 3-D Bilisim, we are helping Yapi Kredi scale AI-driven decisioning that strengthens both customer experience and sales performance.”

Gökhan Ayas, Customer Relations Center Group Director at Yapi Kredi, said, “At Yapi Kredi, we are focused on using advanced technologies to continuously improve both customer experience and business outcomes. With NiCE, we are transforming unstructured conversation data into actionable sales intelligence. The result is measurable impact—achieving a 5% conversion rate that surpasses traditional benchmarks and enabling us to turn service interactions into meaningful revenue opportunities.”

Uğur Dayan, General Manager of 3-D Bilisim, added, “Our goal was to help Yapi Kredi unlock the intelligence hidden in customer conversations. By leveraging NiCE’s AI, the bank can now understand customer intent at scale, identify successful sales behaviors, and guide employees toward revenue-generating interactions. This initiative demonstrates how AI can transform a customer relations center into a powerful driver of both experience and growth.” 

The NiCE–Yapi Kredi implementation was recently recognized with a 2026 Bronze Stevie® Award for AI-Driven Sales Automation, honoring the bank’s leadership in using AI-powered speech intelligence and data-driven decisioning to elevate sales performance. The recognition underscores Yapi Kredi’s commitment to innovation and its continued leadership within Turkey’s financial services sector.

Source: NiCE media announcement