Using Azure OpenAI to Improve Branch Support

Akbank serves more than 10 million active customers through over 700 branches and more than 12,000 employees.

This customer story shows how the bank used Azure OpenAI Service to improve internal support for branch employees.

Previously, employees had to search through a large knowledge base to find the information they needed, which slowed down customer service and increased pressure on the central support team.

With an Azure OpenAI-based chatbot, employees can now quickly access answers from thousands of knowledge records — from software installation support to complex financial queries.

The video highlights how faster internal support helps reduce customer waiting time and improve daily branch interactions. Even saving one minute per interaction allows employees to serve more customers.

The story presents Azure OpenAI as a practical step toward digital excellence in banking, with future plans to expand the service to millions of customers.