AI efficiency and human expertise: Berat Furkan Koçak is the winner of the Degree Award “Digital-IA”
Berat Furkan Koçak, an alumnus of the Master’s degree course in Big Data Management, Analytics and Data Science, has been awarded during Alumni Awards 2025 as the winner of the first edition of the Degree Award “Digital-IA”. An Award promoted by Associazione degli Amici dell’Università di Padova ETS and Bios Line S.p.A, in collaboration with Associazione Alumni dell’Università degli Studi di Padova.
Berat Furkan’s dissertation focused on the role of Artificial Intelligence in customer support information systems. In this interview, the award winner discusses the importance and impact of AI, his academic journey at the University of Padova, and his future prospects in the field.
Your thesis focused on a specific application of artificial intelligence. How can artificial intelligence influence customer support?
AI is transforming customer support by helping humans handle large volumes of inquiries and complaints through automation. A key challenge has been treating AI as a black-box decision maker. In my thesis, I use LLMs to extract informative features from customer emails and train explainable ML models using open-source, privacy-focused, and cost-effective methods suitable for SMEs.
In your opinion, in which fields could the application of AI represent a risk, and in which fields could it be a support?
Language-based models are prone to hallucination, especially general conversational systems like ChatGPT, which prioritize fluency over accuracy. Adopting human-in-the-loop approaches ensures reliable, accountable decisions by combining AI efficiency with human expertise. AI is particularly valuable for automating business processes, such as digital marketing and lead generation.
Is there an image or a picture that you feel represents your academic journey?
I wanted to choose a picture from Italy, as my academic journey has been mostly based in Padova. This image is from Dolomites, where I went for a hike with my partner right after we moved to Padova. Apart from the beautiful scenery, I feel particularly happy, excited and accomplished to be at the summit of one of the mountains, and this feeling continued throughout my time in UniPD.
You have attended several international universities. Is there something that distinguishes the University of Padua from the others you have experienced?
I felt most welcomed at the University of Padua, both by my colleagues and the people of the city. Living in such a historic and vibrant place, surrounded by students passionate about advancing science and engineering, was inspiring. During my studies, I pursued my passion by playing on a local basketball team with Italian teammates of all ages, which motivated me and boosted my achievements. I always felt at home, both in class and on the court.
Last year you obtained your Master’s degree. What are your plans for the future?
The education I received in the Master’s in Big Data Management and Analytics program was outstanding and has already been highly valuable in my career. I am currently working with AI systems as a Prompt Engineer, designing solutions for specific business cases. Building on the complementary Data Science knowledge I gained at UniPD, my goal is to establish my own AI consultancy to help businesses adopt AI in an effective and measurable way.