{"id":1080,"date":"2025-10-18T22:53:19","date_gmt":"2025-10-18T19:53:19","guid":{"rendered":"https:\/\/www.hardlexgroup.com.tr\/?p=1080"},"modified":"2025-10-18T22:54:57","modified_gmt":"2025-10-18T19:54:57","slug":"chatbot-nedir","status":"publish","type":"post","link":"https:\/\/www.hardlexgroup.com.tr\/tr\/2025\/10\/18\/chatbot-nedir\/","title":{"rendered":"Chatbot Nedir? T\u00fcrleri ve Kullan\u0131m Alanlar\u0131"},"content":{"rendered":"
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Chatbot Nedir? T\u00fcrleri ve Kullan\u0131m Alanlar\u0131<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Dijital kanallarda m\u00fc\u015fteri beklentisi h\u0131z, do\u011fruluk ve 7\/24 eri\u015fimdir. Bu noktada \u201cchatbot nedir<\/strong>\u201d sorusu, yaln\u0131zca bir teknoloji merak\u0131 de\u011fil; sat\u0131\u015f, destek ve operasyon verimlili\u011fi i\u00e7in stratejik bir karard\u0131r. Bu kapsaml\u0131 rehberde chatbotun tan\u0131m\u0131, \u00e7al\u0131\u015fma mant\u0131\u011f\u0131, t\u00fcrleri, kurumsal kullan\u0131m senaryolar\u0131, maliyet-kalite dengesi, entegrasyonlar, metrikler ve uygulama ad\u0131mlar\u0131n\u0131 sistematik bi\u00e7imde ele al\u0131yoruz. Yaz\u0131n\u0131n sonunda \u00f6rnek ak\u0131\u015flar, hatalar ve \u00e7\u00f6z\u00fcmler, g\u00f6rsel \u00f6nerileri ve kaynaklar da bulacaks\u0131n\u0131z.<\/span><\/p>\n

Chatbot Nedir? Temel Tan\u0131m ve K\u0131sa Tarih\u00e7e<\/span><\/h2>\n

Chatbot<\/strong>, kullan\u0131c\u0131lara metin veya ses arac\u0131l\u0131\u011f\u0131yla otomatik yan\u0131t veren, kural tabanl\u0131 ve\/veya yapay zek\u00e2 destekli yaz\u0131l\u0131m bile\u015fenidir. Web sitesi canl\u0131 sohbet kutusunda, WhatsApp\u2019ta, Instagram DM\u2019de, mobil uygulamada ya da \u00e7a\u011fr\u0131 merkezinde konu\u015farak g\u00f6revleri yerine getirir. 1960\u2019lardaki ELIZA ve 2000\u2019lerdeki kural tabanl\u0131 botlardan, bug\u00fcn LLM (Large Language Model)<\/strong> temelli yapay zeka sohbet botu<\/strong> \u00e7\u00f6z\u00fcmlerine evrilen bir \u00e7izgi vard\u0131r.<\/span><\/p>\n

Chatbot nas\u0131l \u00e7al\u0131\u015f\u0131r?<\/span><\/h3>\n
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    Girdi alma:<\/strong> Kullan\u0131c\u0131n\u0131n mesaj\u0131n\u0131 veya sesini al\u0131r.<\/span><\/p>\n<\/li>\n

  • \n

    Niyeti anlama:<\/strong> Anahtar kelime e\u015fleme, makine \u00f6\u011frenmesi veya LLM ile amaca (intent) ve varl\u0131klara (entity) ay\u0131r\u0131r.<\/span><\/p>\n<\/li>\n

  • \n

    Bilgiye eri\u015fim:<\/strong> SSS veri taban\u0131, CRM, ERP, API\u2019ler veya RAG<\/strong> (Retrieval Augmented Generation) ile dok\u00fcmanlardan g\u00fcvenli \u00e7ekme.<\/span><\/p>\n<\/li>\n

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    Yan\u0131t \u00fcretimi:<\/strong> Kural tabanl\u0131 \u015fablon, NLG veya LLM ile do\u011fal cevap.<\/span><\/p>\n<\/li>\n

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    Aksiyon:<\/strong> Bilet a\u00e7ma, sipari\u015f durumunu sorgulama, randevu alma gibi i\u015f ak\u0131\u015flar\u0131n\u0131 tetikleme.<\/span><\/p>\n<\/li>\n

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    \u00d6\u011frenme:<\/strong> Geri bildirim ve analitikle ak\u0131\u015flar\u0131n iyile\u015ftirilmesi.<\/span><\/p>\n<\/li>\n<\/ul>\n

    Chatbot T\u00fcrleri: Kural Tabanl\u0131dan LLM Tabanl\u0131ya<\/span><\/h2>\n

    A\u015fa\u011f\u0131da farkl\u0131 sohbet botu<\/strong> tiplerini kar\u015f\u0131la\u015ft\u0131rmal\u0131 \u015fekilde g\u00f6rebilirsiniz.<\/span><\/p>\n

    1) Kural Tabanl\u0131 Chatbot<\/span><\/h3>\n
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      Mant\u0131k:<\/strong> If-else ak\u0131\u015flar\u0131, butonlar, sabit SSS yan\u0131tlar\u0131.<\/span><\/p>\n<\/li>\n

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      Art\u0131:<\/strong> H\u0131zl\u0131 devreye alma, \u00f6ng\u00f6r\u00fclebilir yan\u0131tlar, d\u00fc\u015f\u00fck risk.<\/span><\/p>\n<\/li>\n

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      Eksi:<\/strong> Esnek de\u011fil, serbest metinde tak\u0131l\u0131r, bak\u0131m y\u00fck\u00fc artar.<\/span><\/p>\n<\/li>\n

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      Kullan\u0131m:<\/strong> S\u0131k sorular, formlar, basit self-servis.<\/span><\/p>\n<\/li>\n<\/ul>\n

      2) NLU\/NLP Tabanl\u0131 Chatbot<\/span><\/h3>\n
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        Mant\u0131k:<\/strong> Intent s\u0131n\u0131fland\u0131rma ve entity \u00e7\u0131kar\u0131m\u0131.<\/span><\/p>\n<\/li>\n

      • \n

        Art\u0131:<\/strong> Serbest metinde daha iyi anlama.<\/span><\/p>\n<\/li>\n

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        Eksi:<\/strong> E\u011fitim verisi ve s\u00fcrekli etiketleme gerektirir.<\/span><\/p>\n<\/li>\n

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        Kullan\u0131m:<\/strong> Destek, bilgi taban\u0131 sorgular\u0131, y\u00f6nlendirme.<\/span><\/p>\n<\/li>\n<\/ul>\n

        3) LLM Tabanl\u0131 Chatbot (AI Chatbot)<\/span><\/h3>\n
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          Mant\u0131k:<\/strong> Geni\u015f dil modelleri ve gerekirse RAG<\/strong> ile kurumsal bilgiye ba\u011flama.<\/span><\/p>\n<\/li>\n

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          Art\u0131:<\/strong> Do\u011fal dilde y\u00fcksek kapsama, h\u0131zl\u0131 esneklik, i\u00e7erik \u00fcretimi.<\/span><\/p>\n<\/li>\n

        • \n

          Eksi:<\/strong> Hal\u00fcsinasyon riski, y\u00f6neti\u015fim ve maliyet kontrol\u00fc ihtiyac\u0131.<\/span><\/p>\n<\/li>\n

        • \n

          Kullan\u0131m:<\/strong> \u00c7ok \u00e7e\u015fitli destek, sat\u0131\u015f, i\u00e7erik asistanl\u0131\u011f\u0131.<\/span><\/p>\n<\/li>\n<\/ul>\n

          4) Hibrit Chatbot<\/span><\/h3>\n
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            Mant\u0131k:<\/strong> Kural + NLU + LLM\u2019yi birlikte kurgulama.<\/span><\/p>\n<\/li>\n

          • \n

            Art\u0131:<\/strong> Kritik ak\u0131\u015flarda deterministik kontrol, serbest metinde LLM g\u00fcc\u00fc.<\/span><\/p>\n<\/li>\n

          • \n

            Eksi:<\/strong> Tasar\u0131m ve izleme daha \u00f6zen ister.<\/span><\/p>\n<\/li>\n

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            Kullan\u0131m:<\/strong> Kurumsal ortamlarda yayg\u0131n, kvkk uyumlu chatbot<\/strong> tasar\u0131mlar\u0131.<\/span><\/p>\n<\/li>\n<\/ul>\n

            5) Voicebot<\/span><\/h3>\n
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              Mant\u0131k:<\/strong> ASR (speech-to-text) + NLU\/LLM + TTS (text-to-speech).<\/span><\/p>\n<\/li>\n

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              Art\u0131:<\/strong> IVR modernizasyonu, konu\u015farak i\u015flem.<\/span><\/p>\n<\/li>\n

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              Eksi:<\/strong> G\u00fcr\u00fclt\u00fc, dil\/aksan zorluklar\u0131.<\/span><\/p>\n<\/li>\n

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              Kullan\u0131m:<\/strong> \u00c7a\u011fr\u0131 merkezi, randevu, bor\u00e7-alacak, takip.<\/span><\/p>\n<\/li>\n<\/ul>\n

              Chatbot Mimarisi: Bile\u015fenler ve Entegrasyonlar<\/span><\/h2>\n

              Temel Bile\u015fenler<\/span><\/h3>\n
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                \u00d6n y\u00fcz:<\/strong> Web widget, WhatsApp\/Instagram kanal\u0131, mobil SDK, telefon hatt\u0131.<\/span><\/p>\n<\/li>\n

              • \n

                Orta katman:<\/strong> Y\u00f6nlendirme, g\u00fcvenlik, oturum, \u00e7ok kanall\u0131 kimlik.<\/span><\/p>\n<\/li>\n

              • \n

                Anlama motoru:<\/strong> NLU\/LLM, s\u00f6zl\u00fck, promptlar, g\u00fcvenlik filtreleri.<\/span><\/p>\n<\/li>\n

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                Bilgi eri\u015fimi:<\/strong> SSS, veritaban\u0131, arama, RAG<\/strong> ile vekt\u00f6r arama.<\/span><\/p>\n<\/li>\n

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                \u0130\u015f ak\u0131\u015flar\u0131:<\/strong> CRM\/ERP\/API entegrasyonlar\u0131, ticket y\u00f6netimi.<\/span><\/p>\n<\/li>\n

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                Analitik:<\/strong> CSAT, FCR, deflection, d\u00f6n\u00fc\u015f\u00fcm, AHT, ak\u0131\u015f performans\u0131.<\/span><\/p>\n<\/li>\n

              • \n

                Y\u00f6neti\u015fim:<\/strong> KVKK\/GPDR, maskleme, log y\u00f6netimi, rol ve yetkiler.<\/span><\/p>\n<\/li>\n<\/ul>\n

                Entegrasyon \u00d6rnekleri<\/span><\/h3>\n
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                  CRM:<\/strong> Salesforce, HubSpot ile lead olu\u015fturma ve zenginle\u015ftirme.<\/span><\/p>\n<\/li>\n

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                  E-ticaret:<\/strong> Sepet, stok, sipari\u015f takibi, iade s\u00fcre\u00e7leri.<\/span><\/p>\n<\/li>\n

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                  \u00d6deme:<\/strong> Link ile tahsilat, 3D Secure tetikleme.<\/span><\/p>\n<\/li>\n

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                  ITSM:<\/strong> Jira, ServiceNow ile otomatik bilet.<\/span><\/p>\n<\/li>\n

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                  Takvim:<\/strong> Google\/Microsoft 365 ile randevu.<\/span><\/p>\n<\/li>\n

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                  Veri Deposu:<\/strong> SharePoint, Confluence, S3, Postgres.<\/span><\/p>\n<\/li>\n<\/ul>\n

                  Chatbot Kullan\u0131m Alanlar\u0131: Dikey ve Fonksiyonel Senaryolar<\/span><\/h2>\n

                  M\u00fc\u015fteri Deste\u011fi<\/span><\/h3>\n
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                    SSS otomasyonu, hesap i\u015flemleri, kimlik do\u011frulama.<\/span><\/p>\n<\/li>\n

                  • \n

                    Deflection<\/strong> ile \u00e7a\u011fr\u0131 y\u00fck\u00fcn\u00fc azaltma, FCR<\/strong> art\u0131rma.<\/span><\/p>\n<\/li>\n<\/ul>\n

                    Sat\u0131\u015f ve Pazarlama<\/span><\/h3>\n
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                      Lead toplama, \u00f6n eleme, kampanya yan\u0131tlar\u0131.<\/span><\/p>\n<\/li>\n

                    • \n

                      \u00dcr\u00fcn ke\u015ffi, bundle \u00f6nerileri, sepete ekleme.<\/span><\/p>\n<\/li>\n

                    • \n

                      WhatsApp \u00fczerinden katalog ve \u00f6deme ba\u011flant\u0131s\u0131.<\/span><\/p>\n<\/li>\n<\/ul>\n

                      E-ticaret<\/span><\/h3>\n
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                        Kargo takibi, iade ko\u015fullar\u0131, sepet kurtarma<\/strong>.<\/span><\/p>\n<\/li>\n

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                        Ki\u015fisel \u00f6neriler, stok uyar\u0131lar\u0131.<\/span><\/p>\n<\/li>\n<\/ul>\n

                        Bankac\u0131l\u0131k ve FinTech<\/span><\/h3>\n
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                          Kart i\u015flemleri, harcama \u00f6zeti, limit art\u0131rma ba\u015fvurusu.<\/span><\/p>\n<\/li>\n

                        • \n

                          BES<\/strong>, kredi \u00f6n bilgilendirme, risk uyar\u0131lar\u0131.<\/span><\/p>\n<\/li>\n<\/ul>\n

                          Sigorta<\/span><\/h3>\n
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                            Poli\u00e7e SSS, teklif alma, hasar s\u00fcreci y\u00f6nlendirme.<\/span><\/p>\n<\/li>\n<\/ul>\n

                            Sa\u011fl\u0131k<\/span><\/h3>\n
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                              Randevu, \u00f6n triyaj formu, poliklinik y\u00f6nlendirme, bilgilendirme.<\/span><\/p>\n<\/li>\n<\/ul>\n

                              Turizm ve Otelcilik<\/span><\/h3>\n
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                                Rezervasyon, oda y\u00fckseltme teklifleri, check-in\/out bilgisi.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                \u0130K ve \u0130\u00e7 \u0130leti\u015fim<\/span><\/h3>\n
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                                  Aday \u00f6n eleme, s\u0131k personel sorular\u0131, bordro\/izin s\u00fcre\u00e7leri.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                  IT Helpdesk<\/span><\/h3>\n
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                                    \u015eifre s\u0131f\u0131rlama, cihaz talebi, VPN eri\u015fimi, yaz\u0131l\u0131m kurulum k\u0131lavuzu.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                    Kural Tabanl\u0131 vs. LLM Tabanl\u0131: Hangisi Ne Zaman?<\/span><\/h2>\n
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                                    \n\n\n\n\n\n\n\n\n\n\n
                                    Kriter<\/span><\/th>\nKural Tabanl\u0131 Bot<\/span><\/th>\nLLM Tabanl\u0131 Bot<\/span><\/th>\n<\/tr>\n<\/thead>\n
                                    Kurulum<\/span><\/td>\nH\u0131zl\u0131<\/span><\/td>\nOrta<\/span><\/td>\n<\/tr>\n
                                    Esneklik<\/span><\/td>\nD\u00fc\u015f\u00fck<\/span><\/td>\nY\u00fcksek<\/span><\/td>\n<\/tr>\n
                                    Bak\u0131m<\/span><\/td>\nS\u00fcrekli ak\u0131\u015f g\u00fcncelleme<\/span><\/td>\nPrompt ve bilgi kayna\u011f\u0131 g\u00fcncelleme<\/span><\/td>\n<\/tr>\n
                                    Do\u011fall\u0131k<\/span><\/td>\nS\u0131n\u0131rl\u0131<\/span><\/td>\n\u00c7ok y\u00fcksek<\/span><\/td>\n<\/tr>\n
                                    Risk<\/span><\/td>\nD\u00fc\u015f\u00fck s\u00fcrpriz, d\u00fc\u015f\u00fck kapsam<\/span><\/td>\nHal\u00fcsinasyon riski, y\u00fcksek kapsam<\/span><\/td>\n<\/tr>\n
                                    Maliyet<\/span><\/td>\nD\u00fc\u015f\u00fck ba\u015flang\u0131\u00e7<\/span><\/td>\nKullan\u0131ma ba\u011fl\u0131 de\u011fi\u015fken<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/div>\n

                                    Karar \u00f6nerisi:<\/strong> Kritik, reg\u00fcle ak\u0131\u015flarda kural veya hibrit. A\u00e7\u0131k u\u00e7lu destek ve i\u00e7erik \u00fcretiminde LLM + RAG. B\u00f6ylece chatbot nedir<\/strong> sorusuna sadece tan\u0131m de\u011fil, ba\u011flama uygun mimari cevab\u0131 da vermi\u015f olursunuz.<\/span><\/p>\n

                                    Ba\u015far\u0131 Metrikleri ve Analitik<\/span><\/h2>\n
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                                      CSAT (Memnuniyet):<\/strong> K\u0131sa anket ile 1\u20135 aras\u0131.<\/span><\/p>\n<\/li>\n

                                    • \n

                                      FCR (\u0130lk Temasta \u00c7\u00f6z\u00fcm):<\/strong> \u0130lk oturumda sonu\u00e7lanan oran.<\/span><\/p>\n<\/li>\n

                                    • \n

                                      Deflection:<\/strong> \u0130nsan temsilciye gitmeden \u00e7\u00f6z\u00fclen oran.<\/span><\/p>\n<\/li>\n

                                    • \n

                                      AHT (Ortalama \u0130\u015flem S\u00fcresi):<\/strong> Oturum ba\u015f\u0131na dakika.<\/span><\/p>\n<\/li>\n

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                                      D\u00f6n\u00fc\u015f\u00fcm:<\/strong> Sepete ekleme, lead formu, randevu tamamlama.<\/span><\/p>\n<\/li>\n

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                                      Kapsama:<\/strong> Botun yan\u0131tlayabildi\u011fi konu y\u00fczdesi.<\/span><\/p>\n<\/li>\n

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                                      E\u011fitim Geri D\u00f6n\u00fc\u015fleri:<\/strong> Yanl\u0131\u015f anlama, bo\u015f yan\u0131t, ka\u00e7\u0131\u015f ak\u0131\u015flar\u0131.<\/span><\/p>\n<\/li>\n

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                                      Kalite Skoru:<\/strong> Niyet-yan\u0131t e\u015fle\u015fme do\u011frulu\u011fu.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                      KPI hedef \u00f6rnekleri<\/span><\/h3>\n
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                                        90 g\u00fcn i\u00e7inde deflection +%20<\/span><\/p>\n<\/li>\n

                                      • \n

                                        CSAT \u2265 4.2<\/span><\/p>\n<\/li>\n

                                      • \n

                                        FCR +%15<\/span><\/p>\n<\/li>\n

                                      • \n

                                        Canl\u0131 destek maliyeti \u2212%25<\/span><\/p>\n<\/li>\n<\/ul>\n

                                        G\u00fcvenlik, KVKK ve Y\u00f6neti\u015fim<\/span><\/h2>\n
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                                          Veri s\u0131n\u0131rlama:<\/strong> Gerekli olmayan ki\u015fisel veriyi toplama.<\/span><\/p>\n<\/li>\n

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                                          Maskleme:<\/strong> Kart, TCKN, e-posta gibi alanlar\u0131 anonimize et.<\/span><\/p>\n<\/li>\n

                                        • \n

                                          Log politikas\u0131:<\/strong> Saklama s\u00fcresi, eri\u015fim yetkileri, denetim izi.<\/span><\/p>\n<\/li>\n

                                        • \n

                                          Model g\u00fcvenli\u011fi:<\/strong> Prompt enjeksiyon ve veri s\u0131z\u0131nt\u0131s\u0131 risklerine kar\u015f\u0131 guardrail.<\/span><\/p>\n<\/li>\n

                                        • \n

                                          Onay ak\u0131\u015flar\u0131:<\/strong> Kritik i\u015flemlerde OTP, 2FA, e-\u0130mza.<\/span><\/p>\n<\/li>\n

                                        • \n

                                          R\u0131za ve ayd\u0131nlatma:<\/strong> \u0130lk etkile\u015fimde a\u00e7\u0131k bildirim.<\/span><\/p>\n<\/li>\n

                                        • \n

                                          Veri yerle\u015fimi:<\/strong> AB\/T\u00fcrkiye veri yerle\u015fimi tercihleri.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                          Maliyet Kalemleri ve ROI<\/span><\/h2>\n

                                          Maliyet kalemleri<\/span><\/h3>\n
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                                            Lisans veya kullan\u0131m ba\u015f\u0131na model maliyeti.<\/span><\/p>\n<\/li>\n

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                                            Kanallar (WhatsApp Business API, telefon hatt\u0131).<\/span><\/p>\n<\/li>\n

                                          • \n

                                            Entegrasyon geli\u015ftirme ve bak\u0131m.<\/span><\/p>\n<\/li>\n

                                          • \n

                                            Konu\u015fma tasar\u0131m\u0131 ve veri etiketleme.<\/span><\/p>\n<\/li>\n

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                                            \u0130zleme, g\u00fcvenlik, altyap\u0131.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                            ROI denklemine k\u0131sa bak\u0131\u015f<\/span><\/h3>\n
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                                              Tasarruf:<\/strong> Temsilci dakika azal\u0131m\u0131 \u00d7 saatlik maliyet.<\/span><\/p>\n<\/li>\n

                                            • \n

                                              Gelir art\u0131\u015f\u0131:<\/strong> D\u00f6n\u00fc\u015f\u00fcm art\u0131\u015f\u0131 \u00d7 ortalama sipari\u015f de\u011feri.<\/span><\/p>\n<\/li>\n

                                            • \n

                                              Ka\u00e7an f\u0131rsat azal\u0131m\u0131:<\/strong> Sepet terk oran\u0131nda d\u00fc\u015f\u00fc\u015f.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                              \n

                                              3\u20136 ayda geri \u00f6deme, do\u011fru kurguda m\u00fcmk\u00fcnd\u00fcr. Bu, \u201cchatbot nedir<\/strong> i\u015fe yarar m\u0131?\u201d sorusuna veri temelli bir yan\u0131tt\u0131r.<\/span><\/p>\n<\/blockquote>\n

                                              Conversation Design: D\u00f6n\u00fc\u015ft\u00fcren Diyalog<\/span><\/h2>\n
                                                \n
                                              • \n

                                                Kullan\u0131c\u0131 niyetiyle ba\u015fla:<\/strong> \u0130lk 3 niyet toplam hacmin %60\u2019\u0131n\u0131 kapsar.<\/span><\/p>\n<\/li>\n

                                              • \n

                                                K\u0131sa c\u00fcmleler:<\/strong> 1 fikir, 1 c\u00fcmle.<\/span><\/p>\n<\/li>\n

                                              • \n

                                                \u0130leri-geri minimum:<\/strong> En fazla 3 turda sonu\u00e7.<\/span><\/p>\n<\/li>\n

                                              • \n

                                                Hatal\u0131 yoldan d\u00f6n\u00fc\u015f:<\/strong> \u201cYanl\u0131\u015f anlad\u0131m, \u015f\u00f6yle mi demek istediniz?\u201d<\/span><\/p>\n<\/li>\n

                                              • \n

                                                Eri\u015filebilirlik:<\/strong> Kontrast, font, sesli okuma.<\/span><\/p>\n<\/li>\n

                                              • \n

                                                \u00c7ok dilli:<\/strong> T\u00fcrk\u00e7e do\u011fal ak\u0131\u015f, \u0130ngilizce alternatif.<\/span><\/p>\n<\/li>\n

                                              • \n

                                                \u0130nsan devri:<\/strong> Her zaman \u201cTemsilciye ba\u011flan\u201d \u00e7\u0131k\u0131\u015f\u0131.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                                Mikro kopya ipu\u00e7lar\u0131<\/span><\/h3>\n
                                                  \n
                                                • \n

                                                  \u201cBunu sizin i\u00e7in hemen hallederim.\u201d<\/span><\/p>\n<\/li>\n

                                                • \n

                                                  \u201cA\u015fa\u011f\u0131daki se\u00e7eneklerden birini se\u00e7in.\u201d<\/span><\/p>\n<\/li>\n

                                                • \n

                                                  \u201cSon bir ad\u0131m kald\u0131, onaylar m\u0131s\u0131n\u0131z?\u201d<\/span><\/p>\n<\/li>\n<\/ul>\n

                                                  RAG ile Kurumsal Bilgiye Dayal\u0131 Chatbot<\/span><\/h2>\n

                                                  RAG (Retrieval Augmented Generation)<\/strong>, LLM\u2019in yan\u0131t \u00fcretmeden \u00f6nce \u015firket i\u00e7i dok\u00fcmanlardan veya veritaban\u0131ndan ba\u011flamsal pasajlar getirmesini sa\u011flar.<\/span><\/p>\n

                                                    \n
                                                  • \n

                                                    Veri haz\u0131rl\u0131\u011f\u0131:<\/strong> PDF, HTML, Confluence sayfalar\u0131n\u0131 temizle, b\u00f6l\u00fcmlere ay\u0131r.<\/span><\/p>\n<\/li>\n

                                                  • \n

                                                    Vekt\u00f6rle\u015ftirme:<\/strong> T\u00fcrk\u00e7e destekli embedding modelleri.<\/span><\/p>\n<\/li>\n

                                                  • \n

                                                    Arama:<\/strong> BM25 + vekt\u00f6r hibrit arama daha sa\u011flamd\u0131r.<\/span><\/p>\n<\/li>\n

                                                  • \n

                                                    Kaynak g\u00f6sterme:<\/strong> Yan\u0131t sonunda ba\u011flamsal link.<\/span><\/p>\n<\/li>\n

                                                  • \n

                                                    G\u00fcncelleme:<\/strong> Veri pipeline\u2019\u0131 ile g\u00fcnl\u00fck senkronizasyon.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                                    Bu yakla\u015f\u0131m, \u201cchatbot nedir<\/strong> ve \u015firketimizin bilgisini nas\u0131l g\u00fcvenle kullan\u0131r?\u201d sorusuna pratik bir yan\u0131t sunar.<\/span><\/p>\n

                                                    Kanal Stratejisi: Web, WhatsApp, Instagram, Voice<\/span><\/h2>\n
                                                      \n
                                                    • \n

                                                      Web Widget:<\/strong> Sat\u0131\u015f ve destek i\u00e7in ilk temas.<\/span><\/p>\n<\/li>\n

                                                    • \n

                                                      WhatsApp:<\/strong> \u0130\u015flem tamamlama, bildirim, kolay medya payla\u015f\u0131m\u0131.<\/span><\/p>\n<\/li>\n

                                                    • \n

                                                      Instagram DM:<\/strong> Sosyal m\u00fc\u015fteri hizmetleri ve vitrin entegrasyonu.<\/span><\/p>\n<\/li>\n

                                                    • \n

                                                      Voice:<\/strong> Arama trafi\u011fini self-servise ta\u015f\u0131r.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                                      Kanal se\u00e7imi tablosu<\/span><\/h3>\n
                                                      \n
                                                      \n\n\n\n\n\n\n\n\n
                                                      \u0130htiya\u00e7<\/span><\/th>\n\u00d6nerilen Kanal<\/span><\/th>\nNot<\/span><\/th>\n<\/tr>\n<\/thead>\n
                                                      Sepet kurtarma<\/span><\/td>\nWhatsApp<\/span><\/td>\nH\u0131zl\u0131 CTA, \u00f6deme linki<\/span><\/td>\n<\/tr>\n
                                                      SSS yo\u011funlu\u011fu<\/span><\/td>\nWeb<\/span><\/td>\nGeni\u015f ekran, dok\u00fcmantasyon<\/span><\/td>\n<\/tr>\n
                                                      Randevu<\/span><\/td>\nWhatsApp\/Web<\/span><\/td>\nTakvim entegrasyonu<\/span><\/td>\n<\/tr>\n
                                                      IVR y\u00fck\u00fc<\/span><\/td>\nVoice<\/span><\/td>\n\u00c7a\u011fr\u0131 merkezi azalt\u0131m\u0131<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/div>\n

                                                      S\u0131k Hatalar ve \u00c7\u00f6z\u00fcmler<\/span><\/h2>\n
                                                        \n
                                                      • \n

                                                        Her \u015feyi LLM\u2019e b\u0131rakmak:<\/strong><\/span>
                                                        \u00c7\u00f6z\u00fcm: Kritik ak\u0131\u015flarda kural ve onay ad\u0131m\u0131, LLM\u2019i ba\u011flamla s\u0131n\u0131rla.<\/span><\/p>\n<\/li>\n

                                                      • \n

                                                        E\u011fitimsiz niyet modeli:<\/strong><\/span>
                                                        \u00c7\u00f6z\u00fcm: Ger\u00e7ek sohbet loglar\u0131yla periyodik etiketleme ve A\/B test.<\/span><\/p>\n<\/li>\n

                                                      • \n

                                                        Zay\u0131f entegrasyon:<\/strong><\/span>
                                                        \u00c7\u00f6z\u00fcm: En \u00e7ok de\u011fer yaratan ilk 3 API ile ba\u015fla; art\u0131ml\u0131 geni\u015flet.<\/span><\/p>\n<\/li>\n

                                                      • \n

                                                        Metin kalabal\u0131\u011f\u0131:<\/strong><\/span>
                                                        \u00c7\u00f6z\u00fcm: K\u0131sa mesajlar, butonlar, \u00f6zetler.<\/span><\/p>\n<\/li>\n

                                                      • \n

                                                        \u0130nsan devri yok:<\/strong><\/span>
                                                        \u00c7\u00f6z\u00fcm: Her ak\u0131\u015fta \u201cTemsilci\u201d \u00e7\u0131k\u0131\u015f\u0131 ve SLA.<\/span><\/p>\n<\/li>\n

                                                      • \n

                                                        KVKK ihlali riski:<\/strong><\/span>
                                                        \u00c7\u00f6z\u00fcm: Maskleme, r\u0131za metni, rol bazl\u0131 eri\u015fim, log politikas\u0131.<\/span><\/p>\n<\/li>\n

                                                      • \n

                                                        Ba\u015far\u0131y\u0131 \u00f6l\u00e7meme:<\/strong><\/span>
                                                        \u00c7\u00f6z\u00fcm: CSAT, FCR, deflection ve d\u00f6n\u00fc\u015f\u00fcm ama\u00e7lar\u0131 belirle.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                                        Ad\u0131m Ad\u0131m Uygulama<\/span><\/h2>\n
                                                          \n
                                                        1. \n

                                                          Hedefleri tan\u0131mla:<\/strong> Maliyet d\u00fc\u015f\u00fcrme mi, gelir art\u0131rma m\u0131, NPS\/CSAT mi?<\/span><\/p>\n<\/li>\n

                                                        2. \n

                                                          Kapsam\u0131 se\u00e7:<\/strong> \u0130lk 3 niyet ve 2 i\u015flem ak\u0131\u015f\u0131yla ba\u015fla.<\/span><\/p>\n<\/li>\n

                                                        3. \n

                                                          Kanal\u0131 belirle:<\/strong> Web + WhatsApp ba\u015flang\u0131\u00e7 kombinasyonu.<\/span><\/p>\n<\/li>\n

                                                        4. \n

                                                          Mimariyi kur:<\/strong> Hibrit yakla\u015f\u0131m, kritik ak\u0131\u015flar kural tabanl\u0131.<\/span><\/p>\n<\/li>\n

                                                        5. \n

                                                          Veriyi haz\u0131rla:<\/strong> SSS, dok\u00fcmanlar, API s\u00f6zle\u015fmeleri, RAG havuzu.<\/span><\/p>\n<\/li>\n

                                                        6. \n

                                                          G\u00fcvenlik ve KVKK:<\/strong> Maskleme, r\u0131za, log, veri yerle\u015fimi.<\/span><\/p>\n<\/li>\n

                                                        7. \n

                                                          Mikro kopya ve ton:<\/strong> K\u0131sa, net, marka uyumlu.<\/span><\/p>\n<\/li>\n

                                                        8. \n

                                                          Pilot yay\u0131n:<\/strong> %10 trafik ile kapal\u0131 pilot.<\/span><\/p>\n<\/li>\n

                                                        9. \n

                                                          \u00d6l\u00e7 ve iyile\u015ftir:<\/strong> KPI\u2019lara g\u00f6re ak\u0131\u015f ve prompt g\u00fcncelle.<\/span><\/p>\n<\/li>\n

                                                        10. \n

                                                          Yayg\u0131nla\u015ft\u0131r:<\/strong> Yeni niyetler, kanallar ve diller ekle.<\/span><\/p>\n<\/li>\n<\/ol>\n

                                                          \u00d6rnek\/Vaka: E-ticaret Sepet Kurtarma<\/span><\/h2>\n
                                                            \n
                                                          • \n

                                                            Sorun:<\/strong> Sepet terk oran\u0131 %78, \u00e7a\u011fr\u0131 merkezi yo\u011fun.<\/span><\/p>\n<\/li>\n

                                                          • \n

                                                            \u00c7\u00f6z\u00fcm:<\/strong> Web\u2019de chatbot<\/strong>, WhatsApp\u2019ta takip.<\/span><\/p>\n<\/li>\n

                                                          • \n

                                                            Ak\u0131\u015f:<\/strong> \u00dcr\u00fcn sorular\u0131na yan\u0131t \u2192 stok\/renk \u00f6nerisi \u2192 kupon \u2192 \u00f6deme linki.<\/span><\/p>\n<\/li>\n

                                                          • \n

                                                            Sonu\u00e7 (\u00f6rnek senaryo):<\/strong> 60 g\u00fcn i\u00e7inde sepet kurtarma +%18, canl\u0131 destek y\u00fck\u00fc \u2212%22, CSAT 4.3.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                                            \u0130\u00e7erik ve E\u011fitim: Botu S\u00fcrekli Ak\u0131lland\u0131rmak<\/span><\/h2>\n
                                                              \n
                                                            • \n

                                                              G\u00fcncellemeler:<\/strong> Haftal\u0131k yeni SSS, ayl\u0131k ak\u0131\u015f revizyonu.<\/span><\/p>\n<\/li>\n

                                                            • \n

                                                              Feedback d\u00f6ng\u00fcs\u00fc:<\/strong> \u201cYan\u0131t faydal\u0131 oldu mu?\u201d butonu.<\/span><\/p>\n<\/li>\n

                                                            • \n

                                                              Model bak\u0131m\u0131:<\/strong> Prompt, \u00f6rnek diyalog ve negatif \u00f6rnekler.<\/span><\/p>\n<\/li>\n

                                                            • \n

                                                              Bilgi mimarisi:<\/strong> Etiketler, koleksiyonlar, versiyonlama.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                                              Test ve Kalite G\u00fcvencesi<\/span><\/h2>\n
                                                                \n
                                                              • \n

                                                                Fonksiyonel test:<\/strong> API ve hata durumlar\u0131.<\/span><\/p>\n<\/li>\n

                                                              • \n

                                                                Kapsama testi:<\/strong> \u0130lk 20 niyette y\u00fcksek ba\u015far\u0131.<\/span><\/p>\n<\/li>\n

                                                              • \n

                                                                Kullan\u0131labilirlik:<\/strong> 5 kullan\u0131c\u0131yla h\u0131zl\u0131 kullan\u0131labilirlik testi.<\/span><\/p>\n<\/li>\n

                                                              • \n

                                                                G\u00fcvenlik testi:<\/strong> PII s\u0131z\u0131nt\u0131s\u0131, prompt enjeksiyon denemeleri.<\/span><\/p>\n<\/li>\n

                                                              • \n

                                                                Performans:<\/strong> Tepki s\u00fcresi < 2 sn hedefi.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                                                \u00d6l\u00e7ekleme ve Operasyon<\/span><\/h2>\n
                                                                  \n
                                                                • \n

                                                                  \u0130\u00e7erik operasyonu:<\/strong> Rol da\u011f\u0131t\u0131m\u0131 (i\u00e7erik sahibi, geli\u015ftirici, analist).<\/span><\/p>\n<\/li>\n

                                                                • \n

                                                                  S\u00fcr\u00fcmleme:<\/strong> \u201cCanl\u0131\u201d, \u201c\u00f6n izleme\u201d, \u201ctaslak\u201d ortamlar\u0131.<\/span><\/p>\n<\/li>\n

                                                                • \n

                                                                  G\u00fcncelleme penceresi:<\/strong> Trafi\u011fi d\u00fc\u015f\u00fck saatlerde yay\u0131n.<\/span><\/p>\n<\/li>\n

                                                                • \n

                                                                  Geri alma plan\u0131:<\/strong> Hatal\u0131 s\u00fcr\u00fcmde h\u0131zl\u0131 rollback.<\/span><\/p>\n<\/li>\n<\/ul>\n

                                                                  SSS: Chatbot Nedir Sorular\u0131na H\u0131zl\u0131 Yan\u0131tlar<\/span><\/h2>\n
                                                                    \n
                                                                  • \n

                                                                    Chatbot nedir?<\/strong><\/span>
                                                                    Metin veya sesle konu\u015fan, otomatik yan\u0131t ve i\u015flem yapan yaz\u0131l\u0131m.<\/span><\/p>\n<\/li>\n

                                                                  • \n

                                                                    AI chatbot ile kural tabanl\u0131 fark\u0131 nedir?<\/strong><\/span>
                                                                    AI chatbot serbest metinde do\u011fal yan\u0131t verir, kural tabanl\u0131 \u00f6ng\u00f6r\u00fclebilir ama s\u0131n\u0131rl\u0131d\u0131r.<\/span><\/p>\n<\/li>\n

                                                                  • \n

                                                                    RAG ne i\u015fe yarar?<\/strong><\/span>
                                                                    LLM\u2019in kurumsal bilgiye dayal\u0131, kaynakl\u0131 ve g\u00fcncel yan\u0131t vermesini sa\u011flar.<\/span><\/p>\n<\/li>\n

                                                                  • \n

                                                                    KVKK uyumlu chatbot nas\u0131l olur?<\/strong><\/span>
                                                                    Maskleme, r\u0131za, log politikas\u0131, yetkilendirme ve veri yerle\u015fimiyle.<\/span><\/p>\n<\/li>\n

                                                                  • \n

                                                                    Hangi kanalda ba\u015flamal\u0131y\u0131m?<\/strong><\/span>
                                                                    Genellikle Web + WhatsApp, hedefe g\u00f6re Instagram\/Voice eklenir.<\/span><\/p><\/li>


                                                                  • <\/span><\/p><\/li><\/ul>\n

                                                                    Chatbot nedir<\/strong> sorusunun cevab\u0131 bug\u00fcn yaln\u0131zca \u201cotomatik yan\u0131t veren program\u201d de\u011fildir. Do\u011fru mimariyle kuruldu\u011funda m\u00fc\u015fteri deneyimini h\u0131zland\u0131ran, maliyeti d\u00fc\u015f\u00fcren ve geliri art\u0131ran \u00e7ok kanall\u0131 bir dijital \u00e7al\u0131\u015fan olur. K\u00fc\u00e7\u00fck bir kapsamla ba\u015flay\u0131p LLM + RAG ve sa\u011flam entegrasyonlarla \u00f6l\u00e7ekledi\u011finizde, hem riskleri y\u00f6netir hem de KPI\u2019larda h\u0131zl\u0131 kazan\u0131mlar elde edersiniz. Bu rehberdeki ad\u0131mlar, metrikler ve \u00f6rneklerle kendi i\u015fletmeniz i\u00e7in do\u011fru yapay zeka sohbet botu<\/strong> yol haritas\u0131n\u0131 \u00e7\u0131karabilirsiniz.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

                                                                    Chatbot Nedir? T\u00fcrleri ve Kullan\u0131m Alanlar\u0131 Dijital kanallarda m\u00fc\u015fteri beklentisi h\u0131z, do\u011fruluk ve 7\/24 eri\u015fimdir. Bu noktada \u201cchatbot nedir\u201d sorusu, yaln\u0131zca bir teknoloji merak\u0131 de\u011fil; sat\u0131\u015f, destek ve operasyon verimlili\u011fi i\u00e7in stratejik bir karard\u0131r. Bu kapsaml\u0131 rehberde chatbotun tan\u0131m\u0131, \u00e7al\u0131\u015fma mant\u0131\u011f\u0131, t\u00fcrleri, kurumsal kullan\u0131m senaryolar\u0131, maliyet-kalite dengesi, entegrasyonlar, metrikler ve […]<\/p>","protected":false},"author":1,"featured_media":545,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[713],"tags":[584,714],"class_list":["post-1080","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chatbot-nedir-2","tag-llm","tag-yapay-zeka-sohbet-botu"],"yoast_head":"\nChatbot Nedir? T\u00fcrleri ve Kullan\u0131m Alanlar\u0131 2025<\/title>\n<meta name=\"description\" content=\"Chatbot nedir? T\u00fcrleri, kullan\u0131m alanlar\u0131, RAG, KPI ve uygulama ad\u0131mlar\u0131yla eksiksiz rehberi ke\u015ffedin. Do\u011fru botla CSAT ve ROI\u2019yi art\u0131r\u0131n; \u015fimdi okuyun.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.hardlexgroup.com.tr\/tr\/2025\/10\/18\/chatbot-nedir\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Chatbot Nedir? T\u00fcrleri ve Kullan\u0131m Alanlar\u0131 2025\" \/>\n<meta property=\"og:description\" content=\"Chatbot nedir? T\u00fcrleri, kullan\u0131m alanlar\u0131, RAG, KPI ve uygulama ad\u0131mlar\u0131yla eksiksiz rehberi ke\u015ffedin. 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