Beko Scales Global Service Network with AI and Human Expertise

Fatih Özkadı, Chief Customer Care Officer at Beko, emphasizes that quality management begins at the design stage and continues throughout the ownership experience. The company maintains an end-to-end support system involving 50 call centers and 2,000 agents, designed to resolve technical issues through digital troubleshooting before an on-site visit becomes necessary. For complex cases, the company utilizes a sophisticated supply chain managing over 450,000 spare-part SKUs, with AI-powered forecasting helping to boost component availability by 5% in 2025.

Technicians remain the core of this model, supported by extensive training programs that logged over 112,000 hours across 48 countries last year. On the ground, staff leverage an AI-supported Technician Coach that generates approximately 800 repair recommendations daily. These tools aim to streamline information retrieval, allowing experts to apply their judgment more effectively. By integrating software updates for control boards alongside traditional hardware repairs, Beko seeks to maximize the functional life of its products while reducing the logistical burden on its global service network.