Enerjisa Enerji gets full marks for customer experience with its AI robots

Creating projects to contribute to a smarter and greener world by focusing on people and technology, Enerjisa Enerji, the leading electricity distribution, retail and customer solutions company in Türkiye, integrated AI in its business processes in order to offer the fastest and best experience to more than 22 million customers. Thanks to the effective responding to the demands and complaints of a wide customer base, 90 percent saving was achieved in terms of time; hence, 50 percent of demands will be responded using this method in the near future.

Efficiency achieved and customer experience improved

With the goal to manage customer demands more efficiently, the OPERA project uses natural language processing, statistical analysis, and machine learning techniques. Hence, applications can be divided into meaningful categories and assessment times are reduced considerably. Thus, the company is now able to respond to customer demands more swiftly.

Initiated in 2023, the OPERA crowned its success with an impressive customer satisfaction score of 4.8 out of 5 by prioritizing customer and employee satisfaction. The OPERA project offers improved operational processes, cost advantage and enhanced customer experience.

Gartner, one of the world’s leading IT and consultancy company, uses a professionally structured assessment model in its Eye on Innovation Awards for Power & Utilities award program. The program which assesses projects from the related fields of the largest companies worldwide, chose the OPERA project of Enerjisa Enerji as the top project among 128 significant projects from the EMEA region.

We activate digital transformation in all areas of our operations

Indicating that they adopted the mission of becoming a pioneer in digital transformation as well as the leading company in the industry, Ersin Esentürk, Managing Director at Enerjisa Retail Companies, stated, “At Enerjisa Retail Companies, we contact our customers both face-to-face and remotely, and we deal with all applications, mostly demands about bills, with the same meticulous approach. As we continue to provide continuous services to our 10.8 million customers, we also integrate AI into our business processes by using technology in order to be efficient in terms of time management, both for our customers and our qualified teams. Therefore, we save time and costs as well as pioneering an innovation by activating digital transformation in all fields of our operations.

Enerjisa OPERA project is a concrete proof of a significant step in our digital transformation journey and how we prioritize customer experience. Being selected as the top project by Gartner, which makes assessments according to globally recognized performance criteria, the success of our OPERA project proved our leading role in the energy industry as well as the innovative approach of our company. At Enerjisa Enerji, we will sustain our efforts to provide more efficient, fast, and customer-oriented services.”









About Enerjisa Enerji
Enerjisa Enerji, which pioneers the energy transformation in Türkiye by using the multiplier effect of sustainability and technology in line with its vision of ‘a better future for all,’ provides service to 25 percent of Türkiye in electricity distribution and retail, which are the main fields of activity of the company. Enerjisa Enerji, the prominent player in the industry, reaches 10.8 million customers in 14 provinces and provides electricity distribution services to more than 22 million users. While Enerjisa Enerji offers renewable energy and efficiency solutions to its customers via its Energy of My Business brand, the company also operates the first and fastest charging station network in Türkiye with Eşarj, the company of which Enerjisa owns 100% of its shares. 20 percent of Enerjisa Enerji, whose main shareholders are Sabancı Holding and E.ON, is publicly traded in Borsa Istanbul.