Istanbul Gelisim University Faculty of Applied Sciences: Monthly e-Bulletin (September 2026)

Abstract

AI-Based Customer Support Systems to be Investigated Under the TÜBİTAK 2209-A University Students Research Projects Support Program! The project titled "Analysis of AI-Based Customer Support Systems Using a Multi-Criteria Decision-Making Approach"—prepared within the scope of the 2025 call for the TÜBİTAK 2209-A University Students Research Projects Support Program—aims to evaluate the performance of AI-based chatbots using scientific methods. To be conducted in the field of Management Information Systems, the project aims to identify the critical criteria affecting the performance of AI-based chatbots used in various sectors, particularly in daily life and e-commerce. The project is supervised by Asst. Prof. Ahmet Esad Yurtsever, with Ayşenur Hangül serving as the project coordinator and Elifnur Yenigün, Fatmanur Şimşek, and Rojin Yılmaz participating as researchers. Following the identification of chatbot performance criteria, the research plans to calculate the weights of these criteria based on expert opinions using the Analytic Hierarchy Process (AHP) method. Additionally, the project aims to analyze data regarding chatbot experiences—gathered from a broad user base—using the TOPSIS method to evaluate the current performance of different chatbots. The project seeks to identify the key performance criteria influencing user experience and to offer recommendations for the development of AI-based customer support systems based on the findings. Transforming the study's results into a scientific article and contributing to the digital transformation of customer services are also among the project's significant expected outcomes.