Fibabanka Transforms Collection Operations with AI-Powered Knovvu Virtual Agent

SESTEK is a global solution vendor working on AI-powered products for automation and digitalization of customer experience. Since 2000, SESTEK has focused on AI solutions for contact centers, helping 550+ clients in 20 countries, mainly in banking, insurance, telecom, retail, and BPO, with 100+ engineers working on conversational AI solutions in the US, UAE, and Türkiye R&D centers.

As a leading digital bank in Türkiye, Fibabanka continues to invest in innovative technologies that enhance customer experience while delivering measurable operational efficiency. To strengthen its outbound collection operations, Fibabanka adopted SESTEK's Knovvu Virtual Agent, an AI-powered Conversational IVR solution, to increase efficiency, scalability, and overall business value while maintaining a customer-centric service approach.

Before this transformation, collection operations were largely managed by live agents. Rising call volumes, repetitive interactions, and long handling times limited daily capacity and constrained scalability. These challenges increased operational costs and reduced efficiency, creating a clear need for automation and faster, more consistent customer interactions.

Powered by SESTEK's enterprise-grade Conversational AI platform, Knovvu Virtual Agent conducts outbound collection calls end to end. Unlike traditional rule-based IVR systems, It manages customer interactions through natural, compliant, and human-like conversations, captures payment commitments, and dynamically optimizes call flows and follow-up schedules without live agent involvement.

Previously manual and time-intensive processes are now executed through fast, consistent, and fully automated AI-led interactions, achieving an average call duration of just 72 seconds. The solution was seamlessly integrated into Fibabanka's existing infrastructure, enabling rapid adoption without operational disruption and allowing the bank to scale its collection operations efficiently. All customer interactions are conducted in full compliance with banking regulations and collection best practices, ensuring both operational efficiency and regulatory reliability.

By taking over repetitive and transactional interactions, Knovvu Virtual Agent significantly reduces the workload of live agents, enabling customer service teams to focus on complex, sensitive, and high-value cases. At the same time, customers benefit from faster access, standardized communication, and a more seamless collection experience delivered through conversational automation. As a result, Fibabanka has achieved improved operational efficiency, higher accuracy, and a more sustainable and scalable collection model.

The results achieved since deployment are clear and measurable:

• 46% of all collection calls are managed by the Virtual Agent.
• 37% of payment commitments are collected via Conversational IVR without live agent interference
• 500 agent hours saved per month, driven by an average daily productivity gain of 3.2 hours, enabling improved performance and cost efficiency.

A Fibabanka executive stated:

"Voice IVR has significantly improved efficiency in our collection operations. Today, 46% of our collection calls are handled by the Virtual Agent, and 37% of these calls are fully resolved without live agent support. This allows us to serve customers through automation while substantially increasing operational efficiency."

By applying AI-powered Conversational IVR to a high-volume, mission-critical customer service function, Fibabanka demonstrates an innovative and impactful use of technology. This project enhances customer experience, delivers measurable business value, and positions Fibabanka as a leader in AI-driven customer service transformation within the financial services sector.

About Fibabanka

Fibabanka, a member of the Fiba Group, serves customers across Türkiye with 1,900 employees and 41 branches. By investing in future-ready technologies and designing customer-centric digital processes, Fibabanka continues to strengthen its leadership in Türkiye's digital banking ecosystem.