ETIYA Digital Interaction Management
por Etiya Bilgi Teknolojileri
Unify and manage all digital customer interactions from a single AI-powered platform.
Etiya Digital Interaction Management (DIM) is a cloud-native digital engagement platform that enables organisations to manage, automate, and optimise customer interactions across all digital channels from a single AI-powered workspace.
DIM integrates conversations from social media, messaging platforms, live chat, and email into a unified interaction layer, enabling customer service and support teams to respond faster, work more efficiently, and maintain consistent, personalised communication across all channels.
AI-Native Intelligence
At the core of DIM is LLM-based linguistic intelligence combined with automation and agent-assisted workflows. The platform applies AI to classify interactions, detect sentiment, summarise conversations, generate responses, and route cases intelligently — reducing manual effort while improving interaction quality.
Omnichannel Coverage
DIM supports persistent, multi-channel dialogues, allowing agents to view customer history, context, sentiment, and prior outcomes in real time. The platform currently supports Facebook, Twitter, Instagram, LinkedIn, WhatsApp Business, Email, YouTube, Google Play, Apple Store, Huawei Store, Live Chat, Teams, Discord, Telegram, Google Business, News and RSS channels.
Key Features
- Unified inbox with persistent customer conversation history
- AI-based sentiment analysis, category detection, and language identification
- Automated conversation summaries and text enrichment
- Intelligent routing, task assignment, and role-based collaboration
- Live chat and chatbot handover to human agents
- CRM and enterprise system integration via open APIs
- Real-time dashboards, advanced analytics, and reporting
- Multi-tenancy, Kubernetes-based deployment, SSO, and enterprise-grade security
Business Impact
- Over 35% increase in CSAT through faster, context-aware responses
- Up to 60% reduction in average handling time
- 90%+ reduction in First Response Time
- Up to 40% OPEX reduction in digital customer service operations
- 99.9% platform availability with enterprise-grade resilience
Deployment and Integration
Built on a microservices-based, API-first architecture, DIM integrates seamlessly with CRM, BSS, ticketing, and enterprise systems. It can be deployed on Azure as a SaaS solution or on-premise, supporting high-availability, multi-brand, and geographically distributed operations.
Etiya DIM scales elastically to support high interaction volumes and delivers faster time to value for digital engagement initiatives.
