From an office in Istanbul, a team of fifteen is trying to convince some of Turkey’s largest financial institutions that their customer service can run on a single AI brain. Orbina AI, founded in 2022, sells an orchestration platform that promises to unify chat, email, and social media into one automated system. For CX teams at companies like Allianz and DenizBank, the pitch is straightforward: let the machine handle the routine, free the humans for the complex [LinkedIn].
The company’s own materials claim it can automatically answer 70% of inquiries, a number that climbs with use, and transform service chats into proactive sales channels [Orbina.ai, 2025]. Orbina’s early foothold in a region with its own distinct regulatory and linguistic landscape gives it a specific wedge.
The wedge of workflow execution
Orbina’s differentiation appears less about inventing a new large language model and more about wiring AI into the specific, often messy, workflows of customer operations. The platform emphasizes integrations and the ability to execute actions, processing a return, updating a policy, scheduling a call, rather than just holding a conversation. The platform targets two verticals initially: ecommerce for orders and returns, and insurance for digital customer journeys [Orbina.ai].
A consortium of local capital
Without a disclosed funding amount, the shape of Orbina’s backing is still telling. The investor list is a roll call of Turkish financial and venture entities: ENA Venture Capital, Startupfon, Yapı Kredi FRWRD, HackZone Scale Up, and TEB Girisim Evi [Crunchbase]. This suggests a seed round anchored by regional players who understand the local enterprise sales cycle.
| Founder | Role | Source |
|---|---|---|
| Dilara Kaplan | Co-Founder & CEO | [Crunchbase] |
| Mert Delibalta | Co-Founder & CTO | [CBInsights] |
| Halil Güneş | Co-Founder & CMO | [Webrazzi, 2023] |
The scale-up equation
The path from a few flagship customers to a sustainable, growing business is where the real test lies. Orbina operates in a space crowded with well-funded global players and specialized regional competitors like Kore.ai.
- The automation ceiling. Claiming to handle 70% of inquiries is a strong start, but the final 30% are often the most complex, expensive, and brand-sensitive.
- The expansion motion. Success in Turkish insurance is one thing. The playbook, integrations, and regulatory knowledge needed to win in other geographies are different.
- The model dependency. As an orchestrator, Orbina’s performance is tied to the underlying AI models it uses.
Ultimately, Orbina’s test is not against the concept of AI customer service, but against the incumbent it must beat: the sprawling, fragmented, and deeply entrenched patchwork of legacy CRM systems, basic chatbots, and human-operated call centers that still define enterprise CX.