Turkish AI Investments to Hit 45pct by 2027

The landscape of service technologies in Türkiye is undergoing a rapid transformation, with automation and artificial intelligence (AI) becoming central to business strategies. According to the 2025 Customer Experience Management Research conducted by the Customer Experience Management and Technologies Association (MDYD), AI investments currently stand at 40%. This figure is projected to rise to 45% by 2027. While the ecosystem has reached a significant workforce of over 175,000 employees, the integration of high-tech solutions is seen as a vital component for scaling efficiency and managing the increasing complexity of consumer demands in the Turkish digital economy.

The Human Touch: Balancing AI Speed with Emotional Connection

Despite the acceleration of digital tools, MDYD President Banu Hızlı emphasizes that the quality of customer relationships is ultimately defined by human interaction. In her latest address, Hızlı noted that while AI brings speed, it is the human element that builds lasting emotional bonds. “Technology loses its value without a human-oriented approach,” she stated, warning that emotionless designs can damage brand loyalty. This philosophy is the cornerstone of the association’s new “Human & AI Balance” campaign, which advocates for a hybrid model where technology supports, rather than replaces, human labor to increase first-contact resolution rates and reduce employee turnover.

The Human Experience Contract: A Call to CEOs in Türkiye

To institutionalize this balance, MDYD has introduced the Human Experience Contract, a strategic initiative targeting top executives across various sectors. The association plans to share this contract with CEOs in Türkiye, inviting them to provide digital signatures as a commitment to prioritizing “humanized” experiences over purely mechanical ones. By advocating that emotions are as valuable as data, the campaign seeks to prevent the standardizing effect of automation. Hızlı argues that when a strong employee touch is present, even the most challenging customer service scenarios can be turned into positive brand experiences, ensuring that the customer experience in Türkiye remains empathetic and high-quality.

Source: dunya