With the Callby.ai AI customer agent, Aras EDAŞ manages the heavy call traffic that surges during outages and service disruptions, ensuring every customer request is answered instantly. The result: minimal wait times, greater operational efficiency, and significantly higher customer satisfaction.
Aras EDAŞ, one of Türkiye’s leading electricity distribution companies, is responsible for delivering uninterrupted, reliable power to millions of users across the Eastern Anatolia region, and it treats customer communication as a critical part of this large-scale operation.
During power outages, fault reports and maintenance work, thousands of customers need information at the same time. This surge places a heavy operational burden on customer service, one that demands speed, accuracy and continuity.
That is where we launched a powerful transformation with Aras EDAŞ, redesigning how the company communicates with its customers.
At Callby.ai, we deployed an AI customer agent within Aras EDAŞ’s customer service operations and built an end-to-end setup to manage peak demand, especially during outages, and keep communication uninterrupted.
Uninterrupted Communication at Peak Times
In critical situations such as a power outage, thousands of customers reach out at once. Traditional call center setups struggle to handle this load.
With this partnership:
- Every call is answered instantly
- Wait times are reduced to a minimum
- Customers quickly get accurate, up-to-date information
Thanks to Callby.ai’s always-on, 24/7 and scalable infrastructure, peak demand is no longer a problem but a manageable process.
Not Just Answering, but Managing the Process
Unlike conventional systems, Callby.ai doesn’t just answer questions; it actively manages the process.
- Routes fault and outage requests to the relevant teams
- Tracks the process end to end
- Automatically triggers the necessary actions
This approach turns customer service from a passive support line into an active part of the operation.
A New Standard in the Energy Sector
With this partnership:
- Missed calls are minimized
- Operational workload decreases
- Customer satisfaction increases
The Future: A Proactive, Intelligent Customer Experience
Our transformation with Aras EDAŞ shows that in the energy sector, AI is no longer just a supporting technology; it now sits at the very center of the operation.
With Callby.ai, customer communication is no longer a process that simply handles incoming requests; it is becoming an intelligent system that anticipates, manages and takes action.
