İkra AI — AI Assistant

This is an informational translation; the Turkish version prevails.

Last updated: 11 October 2026 · Version: 2026-10-11

İkra AI is the AI assistant that answers your questions in the Supomp support chat during the hours set by management (by default every day from 21:00 to 09:00). This page explains when İkra AI is active, what it can and cannot do, which data it processes and how you can reach a human agent. General information about the support chat can be found in the Privacy Policy.

1. What is İkra AI, who provides it?

İkra AI is an assistant powered by the Claude AI models of Anthropic PBC (USA). It responds on behalf of Supomp and according to the rules set by Supomp. Anthropic is a sub-processor that processes data on our behalf through our technical service provider. İkra AI is not a human agent; its answers are generated by artificial intelligence.

2. When does it respond?

• It responds during the hours set by management; these hours are by default every day from 21:00 to 09:00 (Türkiye time) and can be changed by management.
• Outside these hours, your messages are answered by our support team during their working hours (listed on the Contact page); messages you send outside the team's working hours and outside the hours when İkra AI responds are answered during the first working hour.
• The support team sees İkra AI's replies and can take over the chat at any time. When a team member writes in the chat, İkra AI does not reply for a while.

3. How do you know you are chatting with İkra AI?

• During the hours İkra AI responds, before you send your first message in a chat, an information banner is shown above the message input area. The banner states that your messages, photos, shared location and your order, account and cart information related to your question will be processed on Anthropic (USA) infrastructure to generate a response.
• Your messages are not forwarded to İkra AI unless you tap "Got it." If you choose "Leave to the team" or send a message without making a selection, your message is not sent to İkra AI and is answered by our team during working hours.
• While İkra AI is responding, the chat title shows "İkra AI is replying · AI assistant"; İkra AI's messages are displayed under the name "İkra AI" with a distinct appearance.
• Along with the first reply, an information note is shown stating that the responses are generated by artificial intelligence and where your messages are processed.
• If you have granted notification permission in the app, you also receive a notification when İkra AI replies.

4. What it can and cannot do

What it can do

• Provide information about products, technical specifications, stock status and prices; display product cards and interactive cards that help you make a selection.
• Answer your questions about the status of your own orders, shipment tracking information and your account.
• Add products to your cart when you explicitly request it. Added products are shown in the chat with a cart card; you can remove them from your cart at any time.
• Create a quote request upon your request for products whose price is determined by quotation. The quote is prepared by our team during working hours.
• Hand over your return, cancellation, complaint and special requests to the support team.

What it cannot do

• It does not place orders, take payments, modify or cancel your orders. You always complete the purchase yourself; check your cart and order summary before placing an order.
• It does not set special prices, discounts or coupons for you; price quotes are provided by our team.
• It cannot listen to voice messages, watch videos or open documents; in such cases it asks you to type your question.
• It does not make any decision about you that produces legal consequences or significantly affects you.

5. Accuracy of responses

İkra AI's responses may contain errors. For price, stock, delivery time and order total, the information shown on product cards, in your cart and in your order summary prevails; if you notice a discrepancy, consult our team before confirming the order. You can also consult our team before making a decision on matters such as product selection, installation or electrical connection. Your legal rights arising from the information provided by İkra AI are reserved.

6. Speaking with a representative and reporting a response

• It is enough to write that you want to speak with a representative (for example "representative"). This message is also processed by İkra AI; İkra AI transfers the matter to the team, does not reply in this chat until the chat is handled by the team, and our team gets back to you via this chat during working hours.
• If you do not want to chat with İkra AI, you can select "Leave to the team" on the information banner or use our phone, e-mail and WhatsApp channels.
• You can report an İkra AI response that you find incorrect, misleading or inappropriate to our team via "Report response" in the message menu. Your report and the related response are reviewed by our team; if necessary, we will get back to you via this chat.

7. Personal data processed

While İkra AI is responding, the following information is transmitted to Anthropic's infrastructure (USA) for the response to be generated:

• Your chat history: the most recent messages in this chat (at most 300 messages, each at most 600 characters) and, when your question requires it, the results of a search carried out among older messages of the same chat (at most 10 messages per search, each at most 300 characters). This history includes the messages our support team has written to you, the location messages you have shared (latitude, longitude and description) and the titles of chat cards; the team's internal notes are not included. Messages in this chat that are older than the moment you first tapped "Got it," the messages you sent via "Leave to the team" and the history you cleared via "Clear chat" are not transmitted.
• The photos you send (at most 6 photos per response).
• The short chat summary that İkra AI keeps in order to remember the earlier conversation (at most 4,000 characters).
• Your first name and whether you are a business customer.
• When required by your question: information about your own orders (order number, date, status, amounts, coupon, products, notes visible to you, shipping company and tracking number, delivery province and district), your account summary (partially masked e-mail address, membership date, business status and discount, number of orders, valid quotes, number of saved addresses, default province and district) and the products in your cart.

Information not transmitted: contents of voice messages, videos and documents; your phone number; the full version of your e-mail address; your full address; order access key; payment records; your IP address and its summary; the team's internal notes. Because anything you write in the chat may be transmitted for the response, do not write card information, passwords, verification codes, health information or personal information belonging to others in the chat.

8. Legal basis and transfer abroad

The processing performed with İkra AI is based on the response to your support request and the performance of the contract (KVKK art. 5/2-c) and on our legitimate interest in providing support outside working hours (KVKK art. 5/2-f); we do not additionally request your explicit consent for this processing. Since Anthropic is located in the USA, this processing constitutes a transfer abroad. As a safeguard for this transfer, the standard contract announced by the Personal Data Protection Board pursuant to Article 9 of the KVKK is relied upon; the process of signing the contract and notifying it to the Personal Data Protection Authority is ongoing. Details are set out in Section 5 of the Privacy Policy.

Supomp does not use your chats for the purpose of training artificial intelligence models.

9. Retention periods

• Temporary model history: Kept for preparing responses; deleted when the chat has been idle for 1 hour and in any case within 1 day at the latest.
• Short chat summary: Deleted when you clear the chat, when the chat or your account is deleted; retained for at most 2 years.
• İkra AI messages and response reports: Retained for the same period as the other messages as part of your chat, 2 years.
• Usage and cost records: Do not contain message content (customer identifier, processing time, amount of text processed and cost); retained for 400 days. If you delete your account, the customer identifier in these records is removed.
• Copies at Anthropic: Anthropic processes the data transmitted to it only to generate responses and to prevent misuse of the service, does not use it to train artificial intelligence models, and deletes it within at most 30 days, except for those taken into misuse review.

10. Contact

For questions about İkra AI and your data, you can write to ikrahidropomp@gmail.com or use the contact page. The data controller is İkra Hidro Pompa; your rights and the ways to apply are explained in the Privacy Notice (KVKK).