{"id":15183,"date":"2026-03-09T09:10:46","date_gmt":"2026-03-09T09:10:46","guid":{"rendered":"https:\/\/outsourcing-today.ro\/?p=15183"},"modified":"2026-04-09T09:29:06","modified_gmt":"2026-04-09T09:29:06","slug":"gorkem-tursucu-ceo-totalsoft-we-are-evolving-into-an-agentic-ai-centric-company-meaning-that-intelligent-agents-are-embedded-across-our-ecosystem","status":"publish","type":"post","link":"https:\/\/outsourcing-today.ro\/?p=15183","title":{"rendered":"&#x1f399;&#xfe0f;Gorkem Tursucu, CEO TotalSoft: We are evolving into an Agentic AI\u2013centric company, meaning that intelligent agents are embedded across our ecosystem"},"content":{"rendered":"\n<p><strong>Outsourcing Today, the business services industry\u2019s integrated networking and news platform, continues its interview series with leaders shaping the future of business services and related sectors. We explore key perspectives on the year ahead, strategic priorities, and growth opportunities.<\/strong><\/p>\n\n\n\n<p><strong><span class=\"has-inline-color has-vivid-cyan-blue-color\">Read below the key standpoints and perspectives of&nbsp;Gorkem Tursucu, CEO of TotalSoft<\/span><\/strong><\/p>\n\n\n\n<blockquote class=\"wp-block-quote\"><p><span class=\"has-inline-color has-vivid-cyan-blue-color\">In 2026, our competitive edge comes from combining deep industry expertise with strong enterprise solutions and an integrated Agentic AI platform \u2014 transforming proven business knowledge into intelligent automation that delivers secure, scalable and measurable outcomes.<\/span><\/p><\/blockquote>\n\n\n\n<p><strong><span class=\"has-inline-color has-vivid-cyan-blue-color\">How will AI-based technologies change your company\u2019s competitive edge in 2026?<\/span><\/strong><\/p>\n\n\n\n<p>In 2026, AI is not just a feature inside our products \u2014 it is a structural shift in how we build, deliver and scale enterprise software. This approach strengthens our competitive edge by combining 30+ years of industry knowledge with AI-powered automation, analytics and decision support.<\/p>\n\n\n\n<p>We are evolving into an Agentic AI\u2013centric company, meaning that intelligent agents are embedded across our ecosystem \u2014 from customer support and HR to ERP workflows and analytics, supporting controlling, reporting, knowledge development, learning and other activities. These agents don\u2019t replace human judgment, they augment it. They automate repetitive tasks, provide contextual insights and enable faster, better-informed decisions. Within our solutions ecosystem, AI agents operate as digital co-workers, embedded in a unified architecture rather than as isolated tools.<\/p>\n\n\n\n<p>With operations supported in over 40 countries, AI allows us to deliver scalable, localized, and compliance-ready solutions to companies with a culture focused on performance and responsibility.<\/p>\n\n\n\n<p>In 2026, our competitive edge comes from combining deep industry expertise with strong enterprise solutions and an integrated Agentic AI platform \u2014 transforming proven business knowledge into intelligent automation that delivers secure, scalable and measurable outcomes.<\/p>\n\n\n\n<p><strong><span class=\"has-inline-color has-vivid-cyan-blue-color\">What\u2019s the biggest misconception business leaders still have about AI?<\/span><\/strong><\/p>\n\n\n\n<p>One of the biggest misconceptions is that AI is either a tool that will automatically fix inefficiencies or a direct replacement for human roles. According to recent industry studies (including global CIO surveys referenced by Gartner), while over 70% of organizations experiment with AI initiatives, a significantly smaller percentage achieve measurable business value.<\/p>\n\n\n\n<p>The gap is rarely technological, it\u2019s rather strategic. Many leaders underestimate the importance of governance, data quality, internal processes and change management. This is why AI is not magic, it just amplifies what already exists. So, if your processes are inefficient, AI can automate inefficiency and, if your data is fragmented, AI will scale confusion.<\/p>\n\n\n\n<p>This is why deploying isolated AI tools is rarely enough. The value appears when AI agents are built into a structured platform architecture, as TotalSoft is now implementing.<\/p>\n\n\n\n<p>Sustainable competitive advantage, however, comes from embedding this intelligence responsibly into the core business architecture \u2014 aligned with strategic objectives, governed by clear controls and reinforced by deep industry expertise.<\/p>\n\n\n\n<p><strong><span class=\"has-inline-color has-vivid-cyan-blue-color\">Which business decisions in your company are AI-led?<\/span><\/strong><\/p>\n\n\n\n<ul><li>We apply AI where it meaningfully supports decision-making:<\/li><li>Customer support optimization through intelligent ticket classification and response suggestions.<\/li><li>HR support automation via conversational AI assistants.<\/li><li>Advanced analytics and forecasting using AI-enhanced data analysis tools.<\/li><li>Controlling support, where AI agents monitor, analyze, and highlights deviations, risks, and opportunities in real time.<\/li><li>Knowledge development, where AI agents accelerate structured information retrieval across internal repositories.<\/li><li>Micro-learning enablement, where AI agents deliver personalized, on-demand training content embedded directly into daily workflows, helping employees close skill gaps in real time.<\/li><li>Importantly, AI doesn\u2019t eliminate human control. For example, in analytics, AI surfaces insights, patterns and predictions \u2014 but final decisions remain human-led. This hybrid model ensures speed without sacrificing accountability.<\/li><\/ul>\n\n\n\n<p><strong><span class=\"has-inline-color has-vivid-cyan-blue-color\">How do you stay differentiated in your market, what tools and competitive advantages do you leverage in 2026?<\/span><\/strong><\/p>\n\n\n\n<ul><li>AI has fundamentally shifted expectations toward:<\/li><li>Instant answers<\/li><li>Proactive support<\/li><li>Personalization<\/li><li>24\/7 availability<\/li><li>Data-driven transparency<\/li><li>Embedded intelligence directly inside business workflows<\/li><\/ul>\n\n\n\n<p>At TotalSoft, we respond to these expectations through multiple AI-driven solutions such as:<\/p>\n\n\n\n<ul><li>an internal AI assistant connected to product documentation. It accelerates onboarding, generates product requirements documents, summarizes documents and supports code review. Teams gain immediate, contextual insights instead of searching through static documentation. This functions as a knowledge agent within our Agentic AI platform.<\/li><li>An AI agent integrated with our ticketing systems, which classifies tickets, analyzes historical cases and generates response suggestions. The system continuously improves through feedback loops, increasing both speed and accuracy in resolving client issues.<\/li><li>our AI-powered HR assistant is designed to simplify and accelerate employee interactions with HR departments. Available 24\/7, Timea responds to most recurring HR requests, reduces operational workload and improves overall employee experience. By automating repetitive administrative processes, HR teams can focus on strategic initiatives rather than transactional tasks.<\/li><li>AI-powered micro-learning hub, enabling the delivery of personalized, on-demand mini-trainings. Employees can quickly learn procedures, internal policies or platform functionalities through real-time generated video tutorials. Learning becomes contextual, immediate and embedded into daily workflows.<\/li><li>AI agents that support reporting and controlling activities, helping managers analyze operational data faster and act with greater clarity.<\/li><\/ul>\n\n\n\n<p>All these components are integrated within our broader Agentic AI platform vision, where multiple specialized agents collaborate inside a secure enterprise architecture.<\/p>\n\n\n\n<p>Ultimately, all these AI-driven solutions translate into superior customer service, a stronger customer experience, and a significantly improved employee experience \u2014 creating measurable business value across the entire organization.<\/p>\n\n\n\n<p><strong><span class=\"has-inline-color has-vivid-cyan-blue-color\">How do you stay differentiated in your market in 2026?<\/span><\/strong><\/p>\n\n\n\n<p>We already have strong differentiators that enable us to continuously deliver innovation to both long-standing and new clients. Through our focus on AI-enhanced solutions, we are also unlocking new opportunities. Our main differentiators include:<\/p>\n\n\n\n<ul><li>Deep industry expertise \u2013 We understand regulated industries such as financial services, HR, retail, distribution, constructions, healthcare and manufacturing at process level, not just at software level.<\/li><li>Strong development capacity \u2013 We maintain a robust R&amp;D structure, capable of designing and deploying AI agents within our enterprise solutions.<\/li><li>Sustained product investment \u2013 In the last year alone, we invested over \u20ac5 million in product development, focusing heavily on AI integration, architecture modernization and scalability.<\/li><\/ul>\n\n\n\n<p>We are not layering AI on top of legacy systems, we are evolving toward an integrated Agentic AI platform built on modular, API-first architecture capable of securely integrating multiple AI agents.<\/p>\n\n\n\n<p><strong><span class=\"has-inline-color has-vivid-cyan-blue-color\">How do you balance rapid innovation with responsible and ethical AI use?<\/span><\/strong><\/p>\n\n\n\n<p>Responsible AI is non-negotiable in enterprise environments. Our clients need to stay compliant and secure even in the AI era. That is why we value the following principles as being very important:<\/p>\n\n\n\n<p>On-premises deployment options for sensitive data environments<\/p>\n\n\n\n<p>Role-based access and contextual data limitation<\/p>\n\n\n\n<ul><li>Logging and auditability of AI interactions<\/li><li>Human validation layers in decision workflows<\/li><li>As we scale our Agentic AI platform, governance and explainability remain central design principles, ensuring that AI agents assist rather than autonomously override business controls.<\/li><\/ul>\n\n\n\n<p><strong><span class=\"has-inline-color has-vivid-cyan-blue-color\">What technology trend beyond AI should businesses be paying attention to now?<\/span><\/strong><\/p>\n\n\n\n<ul><li>Beyond AI, we are confident that enterprises should focus on:<\/li><li>Flexible and modular architectures (API-first ecosystems)<\/li><li>Data governance and data quality frameworks<\/li><li>Cybersecurity resilience in distributed environments<\/li><li>Automation of compliance processes<\/li><li>Agent orchestration within enterprise systems<\/li><li>Enterprise-level integration of intelligent agents within scalable digital platforms<\/li><\/ul>\n\n\n\n<p>AI will only be as powerful as the architecture supporting it. Businesses that invest in scalable, interoperable digital foundations today will be the ones capable of leveraging AI effectively tomorrow.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Outsourcing Today, the business services industry\u2019s integrated networking and news platform, continues its interview series with leaders shaping the future of business services and related sectors. We explore key perspectives on the year ahead, strategic priorities, and growth opportunities. Read [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":15185,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[19,18,871,6,3,8,5,17,317],"tags":[72],"_links":{"self":[{"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/posts\/15183"}],"collection":[{"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=15183"}],"version-history":[{"count":3,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/posts\/15183\/revisions"}],"predecessor-version":[{"id":15432,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/posts\/15183\/revisions\/15432"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/media\/15185"}],"wp:attachment":[{"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=15183"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=15183"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=15183"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}