80 Years of Expertise Scaled with Next-Gen Technology
Smart Routing Infrastructure Saves 80+ Hours Monthly and Maximizes Customer Satisfaction
Messages answered in the last month
Messages answered (18:00 - 09:00)
Speed of returning to the customer
AI resolution and routing
Arka Plan ve Zorluklar
Background
Rainwater is an established technology brand operating in water purification and softening systems since 1943.
Founded in partnership with US-based Aquion Inc., Rainwater is actively used in the infrastructure of hundreds of institutions such as Turkish Airlines, Siemens, Mercedes, and Togg.
Challenges
- Pre-sales questions getting mixed up with technical support requests.
- Risk of lost sales and satisfaction due to messages reaching the relevant team late.
- Need for a solution that is fast and suitable for corporate identity, but definitely preserves the "human touch".
Solution
A scenario was created for the Rainwater team where the AI agent strengthens the human touch. Etkin.ai deployed a model that manages pre-sales questions and technical support requests in parallel.
Instantly analyze the customer's need. Answer product / usage / price questions in the first stage. Transfer to the sales representative with preliminary info at the ready-to-buy stage.
Solve first-level technical questions with AI. In complex cases, hand over to the technical team with a summary of the problem.
Every conversation reached the right person with ready information, without the customer having to say 'they didn't understand me' and without the team saying they wasted time on empty chatter.
A Real Dialog
What happened in this conversation?
The customer sent a photo of the bottom of their device saying, "It's time for my filter change, I want to learn the price." The agent:
- →Analyzed the photo: Rainwater device detected, filter change confirmed.
- →Requested routing info: Asked for city/district → "Istanbul Ümraniye, Mehmet Akif Mah."
- →Request creation: Took name and surname and transferred it to the technical support team with ready info.
The agent put the customer in the right process before they asked for the price. The technical service representative entered the meeting knowing the customer's device, location, and request.
Result: Customer ready, representative ready – the appointment was scheduled smoothly.
Rainwater - AI Asistan
Çevrimiçi
Filtre değişimi zamanım geldi de.
14:00
Fiyat öğrenmek istiyorum
14:00
Rainwater AI
Merhaba. Dünyanın en iyi, en sağlıklı su arıtma markası Rainwater'a hoşgeldiniz. Filtre bakım/değişim fiyat bilgisi ve randevu planlaması için sizi teknik servis ekibimize aktaracağım, işlemler için güncel il/ilçe bilginizi alabilir miyim?
14:01
14:02
Rainwater AI
"The image shows a cluttered space, likely a kitchen sink. In the foreground there is a shiny..."
14:02
Rainwater AI
Filtre değişimi ve randevu planlaması için hangi il ve ilçede hizmet almak istediğinizi öğrenebilir miyim?
14:02
İstanbul Ümraniye Mehmet Akif mahallesi.
14:03
Rainwater AI
Anlaşıldı. Talebinizi oluşturmak için adinizi ve soyadınızı alabilir miyim?
14:03
Why It Worked?
Whether the incoming message was sales or technical service was detected in seconds. Saved 80 hours of time monthly, providing 112,105 ₺ in operational benefits.
AI provided a ready file to the teams by taking all necessary preliminary info from the customer (location, device type, request summary). AI and the team worked together.
After-hours messages were answered automatically. When the customer woke up in the morning, the tech support team already had the ready info.
"We didn't want to turn the customer off by making them deal with a bot. Etkin.ai became our front desk here. It greets the customer at the door, understands what they want, and invites them in. When we step in, everything is already on the table."
Rainwater Team
Rainwater