Case Study: Hepsiburada Achieves 89% NLP Accuracy and Faster CX Insights with Alterna CX

Hepsiburada achieves 89% NLP accuracy with Alterna CX

Hepsiburada, a leading e-commerce platform in Turkey, faced challenges with customer retention and a lack of real-time insights amid intense competition. Their manual processes prevented proactive decision-making and made it difficult to connect customer experience improvements to financial impact. To address this, they partnered with vendor Alterna CX to leverage its advanced analytics platform.

By implementing Alterna CX's solution, Hepsiburada automated the analysis of over two million daily orders using NLP-based AI models that achieved 89% accuracy. This integration enabled rapid response via team notifications and eliminated manual work. The results included saving over 100 hours monthly, accelerated response times, and Hepsiburada achieving recognition as Turkey's most recommended e-commerce platform.

Hepsiburada