Burgan Bank’s digital banking platform, ON Dijital, has launched “Feedback Radar 360,” a platform that analyzes customer feedback in real time with the support of artificial intelligence.
Processing more than 15,000 customer comments per month and developed entirely with in-house resources, the platform helps translate customer expectations into action more quickly through faster analysis.
Burgan Bank General Manager Murat Dinç noted that Feedback Radar 360 is not merely a platform for analyzing customer feedback, but a strategic tool that feeds into decision-making processes aimed at continuously improving the customer experience.
Explaining that the starting point behind Feedback Radar 360 was to understand what customers truly feel rather than reviewing their feedback one by one, and to identify the action opportunities arising from that feedback more quickly, Dinç said:
“Through the collaboration of our Customer Experience and Information Technology teams, we turned this need into a platform we developed entirely with our own resources. Today, we analyze customer feedback in real time and can identify areas for improvement much faster through insights based on sentiment, topic, and tone. Going forward, we aim to increase the touchpoints where we listen to our customers and further develop our AI-powered analysis capabilities to turn feedback into more detailed insights.”
