{"id":10345,"date":"2026-02-20T16:58:13","date_gmt":"2026-02-20T14:58:13","guid":{"rendered":"https:\/\/novatalks.ai\/?p=10345"},"modified":"2026-02-20T17:06:34","modified_gmt":"2026-02-20T15:06:34","slug":"ai-customer-conversation-insights","status":"publish","type":"post","link":"https:\/\/novatalks.ai\/az\/blog\/ai-customer-conversation-insights\/","title":{"rendered":"H\u0259r Dan\u0131\u015f\u0131qdak\u0131 N\u0259tic\u0259l\u0259r: M\u00fc\u015ft\u0259ri \u018flaq\u0259l\u0259rind\u0259 S\u00fcni \u0130ntellekt"},"content":{"rendered":"\n

M\u00fc\u015ft\u0259ri s\u00f6hb\u0259tl\u0259rinin avtomatik analizi auditoriyan\u0131z\u0131 daha yax\u015f\u0131 ba\u015fa d\u00fc\u015fm\u0259k \u00fc\u00e7\u00fcn g\u00fccl\u00fc bir vasit\u0259dir. S\u00fcni intellekt say\u0259sind\u0259 \u015firk\u0259tl\u0259r adi dialoqlar\u0131 d\u0259y\u0259rli m\u0259lumatlara \u00e7evir\u0259 bil\u0259r ki, bu da xidm\u0259tin yax\u015f\u0131la\u015fd\u0131r\u0131lmas\u0131na v\u0259 m\u00fc\u015ft\u0259ri m\u00fcnasib\u0259tl\u0259rinin g\u00fccl\u0259ndirilm\u0259sin\u0259 k\u00f6m\u0259k edir.<\/p>\n\n\n\n

\u018fg\u0259r sat\u0131\u015f v\u0259 d\u0259st\u0259k komandalar\u0131na AI-n\u0131n nec\u0259 k\u00f6m\u0259k etdiyini izah ed\u0259n \u0259vv\u0259lki m\u0259qal\u0259l\u0259rimizd\u0259n<\/a> birini oxumusunuzsa, kommunikasiya prosesind\u0259 a\u011f\u0131ll\u0131 avtomatla\u015fd\u0131rman\u0131n n\u0259 q\u0259d\u0259r vacib oldu\u011funu bilirsiniz. \u018fg\u0259r yoxdursa, onu oxuma\u011f\u0131 t\u00f6vsiy\u0259 edirik. \u0130ndi is\u0259 baxaq g\u00f6r\u0259k AI s\u00f6hb\u0259tl\u0259ri nec\u0259 analiz edir v\u0259 bu sizin biznesiniz \u00fc\u00e7\u00fcn praktikada n\u0259 qazand\u0131r\u0131r.<\/p>\n\n\n\n

Niy\u0259 \u015eirk\u0259tl\u0259r M\u00fc\u015ft\u0259ri S\u00f6hb\u0259tl\u0259rini T\u0259hlil Etm\u0259lidir<\/strong><\/h2>\n\n\n\n

H\u0259r bir m\u00fc\u015ft\u0259ri il\u0259 s\u00f6hb\u0259t insan\u0131n n\u0259l\u0259r ist\u0259diyi, qar\u015f\u0131la\u015fd\u0131\u011f\u0131 \u00e7\u0259tinlikl\u0259r v\u0259 davran\u0131\u015flar\u0131 bar\u0259d\u0259 qiym\u0259tli m\u0259lumat m\u0259nb\u0259yidir. AI z\u0259ngl\u0259ri v\u0259 \u00e7atlar\u0131 t\u0259sad\u00fcfi, t\u0259k-t\u0259k hadis\u0259l\u0259r kimi q\u0259bul etm\u0259yi dayand\u0131rma\u011fa k\u00f6m\u0259k edir. Bunun \u0259v\u0259zin\u0259, h\u0259r bir dialoq daha b\u00f6y\u00fck m\u0259nz\u0259r\u0259nin bir hiss\u0259sin\u0259 \u00e7evrilir.<\/p>\n\n\n\n

S\u00f6hb\u0259tl\u0259rin t\u0259hlili t\u0259min edir:<\/p>\n\n\n\n

    \n
  • T\u0259krarlanan probleml\u0259rin m\u00fc\u0259yy\u0259n edilm\u0259si<\/strong> \u2013 \u0259g\u0259r onlarla m\u00fc\u015ft\u0259ri eyni sual\u0131 verirs\u0259, bu m\u0259hsulda v\u0259 ya xidm\u0259td\u0259 t\u0259kmill\u0259\u015fdirm\u0259y\u0259 ehtiyac oldu\u011funu g\u00f6st\u0259rir.<\/li>\n\n\n\n
  • G\u00f6zl\u0259ntil\u0259rin ba\u015fa d\u00fc\u015f\u00fclm\u0259si<\/strong> \u2013 AI yaln\u0131z m\u00fc\u015ft\u0259ril\u0259rin n\u0259 soru\u015fdu\u011funu deyil, h\u0259m d\u0259 qar\u015f\u0131l\u0131ql\u0131 \u0259laq\u0259d\u0259n n\u0259 g\u00f6zl\u0259dikl\u0259rini g\u00f6st\u0259rir.<\/li>\n\n\n\n
  • Xidm\u0259t keyfiyy\u0259tinin qiym\u0259tl\u0259ndirilm\u0259si<\/strong> \u2013 komandam\u0131z\u0131n nec\u0259 i\u015fl\u0259diyini yaln\u0131z t\u0259k-t\u0259k hallara v\u0259 ya \u015fikay\u0259tl\u0259r\u0259 \u0259saslanmadan g\u00f6r\u0259 bil\u0259rsiniz.<\/li>\n\n\n\n
  • Yana\u015fmalar\u0131n standartla\u015fd\u0131r\u0131lmas\u0131<\/strong> \u2013 kommunikasiya \u00fczr\u0259 \u0259n yax\u015f\u0131 t\u0259cr\u00fcb\u0259l\u0259rin ayd\u0131n ba\u015fa d\u00fc\u015f\u00fclm\u0259si yeni i\u015f\u00e7il\u0259rin haz\u0131rlanmas\u0131n\u0131 asanla\u015fd\u0131r\u0131r v\u0259 xidm\u0259t keyfiyy\u0259tinin ard\u0131c\u0131l olmas\u0131n\u0131 t\u0259min edir.<\/li>\n<\/ul>\n\n\n\n

    B\u00fct\u00fcn dialoqlar\u0131 \u0259l il\u0259 yoxlamaq real deyil. AI sistemli bax\u0131\u015f t\u0259min edir, burada h\u0259r bir s\u00f6hb\u0259t daha b\u00f6y\u00fck m\u00fc\u015ft\u0259ri t\u0259cr\u00fcb\u0259si puzzlinin ki\u00e7ik bir hiss\u0259sidir.<\/p>\n\n\n\n

    Nec\u0259 \u0130\u015fl\u0259yir: Qeydiyyatdan N\u0259tic\u0259l\u0259r\u0259<\/strong><\/h2>\n\n\n\n

    Avtomatik S\u00f6hb\u0259t Analizinin \u018fsas M\u0259rh\u0259l\u0259l\u0259ri<\/strong><\/h3>\n\n\n\n

    Add\u0131m 1: \u0130nteraksiyalar\u0131n qeydiyyat\u0131<\/strong>
    Sistem b\u00fct\u00fcn z\u0259ngl\u0259ri, \u00e7at mesajlar\u0131n\u0131 v\u0259 e-maill\u0259ri qeyd\u0259 al\u0131r \u2013 kommunikasiya kontekstini qorumaq \u00fc\u00e7\u00fcn laz\u0131m olan h\u0259r \u015fey.<\/p>\n\n\n\n

    Add\u0131m 2: Transkripsiya<\/strong>
    \u018fg\u0259r s\u00f6hb\u0259t z\u0259ngdirs\u0259, AI onu daha \u0259trafl\u0131 analiz \u00fc\u00e7\u00fcn m\u0259tna \u00e7evirir.<\/p>\n\n\n\n

    Add\u0131m 3: M\u00f6vzu v\u0259 duy\u011fu tan\u0131ma<\/strong>
    NLP (t\u0259bi\u0259t dili i\u015fl\u0259nm\u0259si) modell\u0259ri \u0259sas s\u00f6zl\u0259ri m\u00fc\u0259yy\u0259n edir v\u0259 s\u00f6hb\u0259tin tonunu t\u0259yin edir. AI yaln\u0131z s\u00f6hb\u0259tin m\u00f6vzusunu deyil, h\u0259m d\u0259 m\u00fc\u015ft\u0259rinin nec\u0259 hiss etdiyini \u2013 sakit, \u0259s\u0259bi, ya da m\u0259mnun \u2013 ba\u015fa d\u00fc\u015f\u0259 bilir.<\/p>\n\n\n\n

    Add\u0131m 4: N\u0259tic\u0259l\u0259rin yarad\u0131lmas\u0131<\/strong>
    M\u00fc\u0259yy\u0259n edilmi\u015f n\u00fcmun\u0259l\u0259r\u0259 \u0259saslanaraq sistem hesabatlar haz\u0131rlay\u0131r: \u0259n \u00e7ox m\u00fczakir\u0259 olunan m\u00f6vzular, problem sah\u0259l\u0259ri v\u0259 komanda performans\u0131.<\/p>\n\n\n\n

    Bu i\u015f ax\u0131n\u0131 \u015firk\u0259tl\u0259r\u0259 b\u00fct\u00fcn sor\u011fular h\u0259cmini idar\u0259 etm\u0259y\u0259 v\u0259 m\u00fc\u015ft\u0259ri interaksiyalar\u0131nda n\u0259 ba\u015f verdiyini obyektiv qiym\u0259tl\u0259ndirm\u0259y\u0259 imkan verir.<\/p>\n\n\n\n

    AI S\u00f6hb\u0259t Qiym\u0259tl\u0259ndirm\u0259sind\u0259 N\u0259 ed\u0259 bil\u0259r<\/strong><\/h2>\n\n\n\n

    Avtomatla\u015fd\u0131r\u0131lm\u0131\u015f keyfiyy\u0259t qiym\u0259tl\u0259ndirm\u0259si<\/strong>
    AI s\u00f6hb\u0259tin daxili \u015firk\u0259t standartlar\u0131na uy\u011fun olub olmad\u0131\u011f\u0131n\u0131 yoxlaya bil\u0259r \u2013 m\u00fc\u015ft\u0259rini salamlay\u0131b, do\u011fru suallar verm\u0259k, h\u0259ll yollar\u0131 t\u0259klif etm\u0259k. Bu qiym\u0259tl\u0259ndirm\u0259 r\u0259hb\u0259rin \u0259hval-ruhiyy\u0259sind\u0259n v\u0259 ya hans\u0131 dialoqu dinl\u0259m\u0259yi se\u00e7m\u0259sind\u0259n as\u0131l\u0131 deyil. Sistem h\u0259r \u015feyi analiz edir v\u0259 b\u00fct\u00fcn interaksiyalar \u00fc\u00e7\u00fcn ard\u0131c\u0131l meyarlar t\u0259tbiq edir.<\/p>\n\n\n\n

    Duy\u011fular\u0131n tan\u0131nmas\u0131<\/strong>
    Alqoritml\u0259r s\u00f6zl\u0259r\u0259, ton v\u0259 c\u00fcml\u0259 qurulu\u015funa \u0259saslanaraq m\u00fc\u015ft\u0259rinin emosional v\u0259ziyy\u0259tini a\u015fkar ed\u0259 bil\u0259r. M\u00fc\u015ft\u0259ri \u0259s\u0259bil\u0259\u015firs\u0259, AI bunu g\u00f6r\u00fcr. Bu, s\u00f6hb\u0259tin m\u0259qs\u0259dd\u0259n k\u0259nara \u00e7\u0131xd\u0131\u011f\u0131 n\u00f6qt\u0259ni m\u00fc\u0259yy\u0259n etm\u0259y\u0259 v\u0259 vaxt\u0131nda m\u00fcdaxil\u0259 etm\u0259y\u0259 k\u00f6m\u0259k edir.<\/p>\n\n\n\n

    S\u00f6hb\u0259tl\u0259rin m\u00f6vzu \u00fczr\u0259 qrupla\u015fd\u0131r\u0131lmas\u0131<\/strong>
    AI sor\u011fular\u0131 avtomatik t\u0259snif ed\u0259 bil\u0259r: texniki suallar, \u015fikay\u0259tl\u0259r, geri \u00f6d\u0259m\u0259 t\u0259l\u0259bl\u0259ri v\u0259 s. Bu, t\u0259k-t\u0259k hallar \u0259v\u0259zin\u0259 sistemli tendensiyalar\u0131 g\u00f6rm\u0259y\u0259 imkan verir. M\u0259s\u0259l\u0259n, eyni m\u0259s\u0259l\u0259 il\u0259 ba\u011fl\u0131 sor\u011fular\u0131n q\u0259fil artmas\u0131 t\u0259cili diqq\u0259t t\u0259l\u0259b ed\u0259n problemi g\u00f6st\u0259rir.<\/p>\n\n\n\n

    AI Analizini Nec\u0259 T\u0259tbiq Etm\u0259k Olar: Praktik T\u00f6vsiy\u0259l\u0259r<\/strong><\/h2>\n\n\n\n

    Haradan ba\u015flamaq<\/strong>
    Sad\u0259, t\u0259krarlanan senaril\u0259rl\u0259 ba\u015flay\u0131n. H\u0259r \u015feyi bird\u0259n avtomatla\u015fd\u0131rma\u011fa \u00e7al\u0131\u015fmay\u0131n. \u018fn \u00e7ox ba\u015f ver\u0259n sor\u011fularla ba\u015flay\u0131n \u2013 bu, komandan\u0131n i\u015f y\u00fck\u00fcn\u00fc tez azald\u0131r.<\/p>\n\n\n\n

    CRM il\u0259 inteqrasiya<\/strong>
    Analiz n\u0259tic\u0259l\u0259ri avtomatik olaraq m\u00fc\u015ft\u0259ri profilin\u0259 qeyd olunduqda, b\u00fct\u00fcn interaksiya tarix\u00e7\u0259sini bir yerd\u0259 g\u00f6r\u00fcrs\u00fcn\u00fcz. Bu, onlar\u0131n ehtiyaclar\u0131n\u0131 daha yax\u015f\u0131 ba\u015fa d\u00fc\u015fm\u0259y\u0259 v\u0259 daha d\u0259qiq q\u0259rarlar verm\u0259y\u0259 k\u00f6m\u0259k edir.<\/p>\n\n\n\n

    M\u0259lumat keyfiyy\u0259tini t\u0259min edin<\/strong>
    \u018fn a\u011f\u0131ll\u0131 alqoritm bel\u0259, pis qeyd edilmi\u015f audio v\u0259 ya pozulmu\u015f \u00e7at loglar\u0131ndan faydal\u0131 m\u0259lumat \u00e7\u0131xara bilm\u0259z. Texniki qurulu\u015fun etibarl\u0131 oldu\u011funa \u0259min olun.<\/p>\n\n\n\n

    Metrikl\u0259ri m\u00fc\u0259yy\u0259n edin<\/strong>
    N\u0259l\u0259ri yax\u015f\u0131la\u015fd\u0131rmaq ist\u0259diyinizi q\u0259rarla\u015fd\u0131r\u0131n: cavab s\u00fcr\u0259ti, m\u00fc\u015ft\u0259ri m\u0259mnuniyy\u0259ti, komanda performans\u0131? Ayd\u0131n KPI-l\u0259r n\u0259tic\u0259l\u0259rin qiym\u0259tl\u0259ndirilm\u0259sin\u0259 k\u00f6m\u0259k edir.<\/p>\n\n\n\n

    H\u00fcquqi t\u0259l\u0259bl\u0259ri n\u0259z\u0259r\u0259 al\u0131n<\/strong>
    M\u00fc\u015ft\u0259ril\u0259ri m\u0259lumatland\u0131r\u0131n ki, s\u00f6hb\u0259tl\u0259r qeyd\u0259 al\u0131n\u0131r. Bu yaln\u0131z etik deyil, h\u0259m d\u0259 qanuni olaraq vacibdir.<\/p>\n\n\n\n

    Bu add\u0131mlar s\u00f6hb\u0259t analizini m\u00fc\u015ft\u0259ri interaksiyas\u0131 prosesinin rutin hiss\u0259sin\u0259 \u00e7evirm\u0259y\u0259 k\u00f6m\u0259k edir.<\/p>\n\n\n\n

    Niy\u0259 Birl\u0259\u015fmi\u015f Platformaya \u0130nteqrasiya Vacibdir<\/strong><\/h2>\n\n\n\n

    S\u00f6hb\u0259t analizi \u0259n yax\u015f\u0131 bir kommunikasiya sistemin\u0259 inteqrasiya edildikd\u0259 i\u015fl\u0259yir. NovaTalks analizin, sor\u011fular\u0131n idar\u0259 olunmas\u0131n\u0131n v\u0259 n\u0259tic\u0259l\u0259rin bir prosesin hiss\u0259si kimi i\u015fl\u0259diyi bir m\u00fchit yarad\u0131r.<\/p>\n\n\n\n

    NovaTalks b\u00fct\u00fcn kanallardan (telefon, \u00e7at, sosial media, e-mail) s\u00f6hb\u0259tl\u0259ri toplay\u0131r v\u0259 onlar\u0131 rahat formatda strukturla\u015fd\u0131r\u0131r. Komandalar q\u0259rar q\u0259bul etm\u0259k \u00fc\u00e7\u00fcn ard\u0131c\u0131l m\u0259lumatlar al\u0131r v\u0259 h\u0259tta b\u00f6y\u00fck sor\u011fu h\u0259cmi effektiv \u015f\u0259kild\u0259 emal olunur, detal itirilmir.<\/p>\n\n\n\n

    N\u0259tic\u0259<\/strong><\/h2>\n\n\n\n

    Avtomatla\u015fd\u0131r\u0131lm\u0131\u015f m\u00fc\u015ft\u0259ri s\u00f6hb\u0259t analizi m\u00fc\u015ft\u0259ril\u0259rinizin kim oldu\u011funu v\u0259 n\u0259 ist\u0259dikl\u0259rini ba\u015fa d\u00fc\u015fm\u0259k \u00fc\u00e7\u00fcn yeni s\u0259viyy\u0259 t\u0259min edir. AI sor\u011fular\u0131n m\u0259zmununu, emosiyalar\u0131, t\u0259krarlanan probleml\u0259ri v\u0259 kommunikasiya z\u0259if n\u00f6qt\u0259l\u0259rini g\u00f6rm\u0259y\u0259 imkan verir.<\/p>\n\n\n\n

    Bu, xidm\u0259ti daha insani v\u0259 proqnozla\u015fd\u0131r\u0131la bil\u0259n etm\u0259k yoludur. Dialoqlarda n\u0259 ba\u015f verdiyini ba\u015fa d\u00fc\u015f\u0259nd\u0259, q\u0259rarlar\u0131 faktlara \u0259saslanaraq ver\u0259 bil\u0259rsiniz. AI texnologiyadan y\u00fcks\u0259k keyfiyy\u0259tli m\u00fc\u015ft\u0259ri t\u0259cr\u00fcb\u0259si qurmaq \u00fc\u00e7\u00fcn real t\u0259r\u0259fda\u015fa \u00e7evrilir.<\/p>\n\n\n\n

    Tez-tez Veril\u0259n Suallar<\/strong><\/h2>\n\n\n\n

    Niy\u0259 AI \u0259sasl\u0131 s\u00f6hb\u0259t analizi bu q\u0259d\u0259r vacib oldu?<\/strong>
    \u00c7\u00fcnki AI yaln\u0131z t\u0259sad\u00fcfi n\u00fcmun\u0259l\u0259rl\u0259 deyil, b\u00fct\u00fcn dialoqlarla i\u015fl\u0259y\u0259 bilir. Bu, \u015firk\u0259tl\u0259r\u0259 sor\u011fular\u0131 sisteml\u0259\u015fdirm\u0259y\u0259, tendensiyalar\u0131 g\u00f6rm\u0259y\u0259 v\u0259 xidm\u0259tl\u0259ri real m\u0259lumatlara \u0259saslanaraq yax\u015f\u0131la\u015fd\u0131rma\u011fa imkan verir.<\/p>\n\n\n\n

    Avtomatik s\u00f6hb\u0259t analizi nec\u0259 i\u015fl\u0259yir?<\/strong>
    Proses bir ne\u00e7\u0259 m\u0259rh\u0259l\u0259d\u0259n ibar\u0259tdir: dialoqun qeydiyyat\u0131, transkripsiya, NLP vasit\u0259sil\u0259 m\u00f6vzu v\u0259 emosiyalar\u0131n tan\u0131nmas\u0131 v\u0259 n\u0259tic\u0259l\u0259rl\u0259 hesabatlar\u0131n yarad\u0131lmas\u0131.<\/p>\n\n\n\n

    AI s\u00f6hb\u0259t qiym\u0259tl\u0259ndirm\u0259sind\u0259 hans\u0131 imkanlar t\u0259qdim edir?<\/strong>
    AI \u015firk\u0259t standartlar\u0131na uy\u011fun olaraq qar\u015f\u0131l\u0131ql\u0131 \u0259laq\u0259nin keyfiyy\u0259tini qiym\u0259tl\u0259ndirm\u0259y\u0259, m\u00fc\u015ft\u0259ri emosiyalar\u0131n\u0131 a\u015fkar etm\u0259y\u0259 v\u0259 sor\u011fularda t\u0259krarlanan m\u00f6vzular\u0131 m\u00fc\u0259yy\u0259n etm\u0259y\u0259 k\u00f6m\u0259k edir \u2013 bu, probleml\u0259rin daha s\u00fcr\u0259tli h\u0259llin\u0259 imkan verir.<\/p>\n\n\n\n

    AI analizini t\u0259tbiq etm\u0259y\u0259 nec\u0259 ba\u015flamaq olar?<\/strong>
    Sad\u0259, tez-tez t\u0259krarlanan senaril\u0259rl\u0259 ba\u015flay\u0131n. Sistemi CRM il\u0259 inteqrasiya edin, \u0259sas u\u011fur g\u00f6st\u0259ricil\u0259rini m\u00fc\u0259yy\u0259n edin v\u0259 m\u0259lumat keyfiyy\u0259tini izl\u0259yin. Funksionall\u0131\u011f\u0131 t\u0259dric\u0259n geni\u015fl\u0259ndirin.<\/p>\n\n\n\n

    AI s\u00f6hb\u0259t analizi hans\u0131 n\u0259tic\u0259l\u0259ri verir?<\/strong>
    AI m\u00fc\u015ft\u0259ri davran\u0131\u015flar\u0131n\u0131 daha yax\u015f\u0131 ba\u015fa d\u00fc\u015fm\u0259y\u0259 k\u00f6m\u0259k edir, d\u0259st\u0259k komandas\u0131n\u0131n i\u015f y\u00fck\u00fcn\u00fc azald\u0131r, kommunikasiya yana\u015fmalar\u0131n\u0131 standartla\u015fd\u0131r\u0131r v\u0259 sor\u011fular\u0131n idar\u0259 edilm\u0259sini daha proqnozla\u015fd\u0131r\u0131la bil\u0259n edir.<\/p>\n","protected":false},"excerpt":{"rendered":"

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    \n\u0130ndi is\u0259 baxaq g\u00f6r\u0259k AI s\u00f6hb\u0259tl\u0259ri nec\u0259 t\u0259hlil edir v\u0259 bu, biznes\u0259 praktikada n\u0259 qazand\u0131r\u0131r.<\/p>\n","protected":false},"author":7,"featured_media":10327,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[39],"tags":[407,2524,957,950,2527,2523,2531,1848,2528,2530,385,1604,2529,2526,2525,2533,434,2534,1904,2532,2522],"class_list":["post-10345","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-avtomatlasdirma","tag-catlar","tag-crm-4","tag-emosiyalar","tag-keyfiyyt-qiymtlndirmsi","tag-kommunikasiya","tag-movzular","tag-mustrilr","tag-nticlr","tag-nlp-4","tag-novatalks-4","tag-novatalks-platformasi","tag-problemlr","tag-qarsiliqli-laq","tag-sohbt-analizi","tag-standartlasdirma","tag-suni-intellekt","tag-tendensiyalar","tag-transkripsiya","tag-xidmt","tag-znglr"],"acf":[],"yoast_head":"\nH\u0259r Dan\u0131\u015f\u0131qdak\u0131 N\u0259tic\u0259l\u0259r: M\u00fc\u015ft\u0259ri \u018flaq\u0259l\u0259rind\u0259 S\u00fcni \u0130ntellekt - 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