The digital tyre assistant that makes finding the right tyre faster.
Brisa's Dijital Lastik Asistanı (Digital Tyre Assistant), built on CBOT Platform, answers customer questions about tyres and tyre sales and guides users to the right process. Running across the Lassa and Bridgestone websites and WhatsApp lines, it handles roughly 40,000 customer queries a month with a human-and-AI model.
Brisa is Turkey's leading tyre company, operating with the Lassa and Bridgestone brands. It treats innovation, customer-centricity and strong customer experience as more than production and sales, and wanted to interact with customers in a more natural, faster and direct way.
Working with CBOT, Brisa built the Dijital Lastik Asistanı (Digital Tyre Assistant) on CBOT Platform, using its NLP (Natural Language Processing) and machine learning technology. The assistant answers frequently asked questions about buying and using tyres, and directs customers to the right process.
It runs on the Lassa and Bridgestone websites and their WhatsApp lines, and is built on a human-and-AI model. When a question falls outside the assistant's trained scope, or a customer wants to speak with a person, the conversation is handed over to a live agent through the CBOT Live Chat module, part of CBOT Platform. CBOT carried end-to-end responsibility for delivery.
The system answers approximately 40,000 customer queries per month, automating basic and repetitive questions within a defined domain without pushing customers to another channel.
“Whether it's tyre size, the nearest dealer or the tyre hotel service, customers get the answer instantly, and a human agent steps in the moment a question goes beyond the assistant's scope.”
Brisa wanted to move beyond production and sales alone and give customers a better digital experience: answering the many repeated questions about buying and using tyres in a more natural, faster and direct way, across the Lassa and Bridgestone brands, without forcing people to switch channels.
Brisa knew that making and selling tyres was no longer enough on its own, and put customer experience at the center.
Buying and using tyres generates the same questions over and over, about size, pressure, warranty and more.
Customers wanted to interact in a more natural, faster and direct way instead of hunting through pages.
The goal was to answer within a defined domain without pushing customers off to another channel.
Brisa partnered with CBOT to build the Dijital Lastik Asistanı on CBOT Platform, trained with CBOT's NLP and machine learning technology to answer tyre purchase and usage questions. The assistant is integrated with the CBOT Live Chat module so it works alongside human agents, handing over any query outside its scope. CBOT took full responsibility for the project delivery.
The Dijital Lastik Asistanı was built and trained with CBOT's NLP and machine learning to answer tyre purchase and usage questions, with CBOT taking end-to-end responsibility for delivery.
The assistant serves users on the Lassa and Bridgestone websites and their WhatsApp lines, guiding them to the right tyre in a few steps and finding the nearest dealer with distance, travel time and a navigation link.
When a question falls outside its trained scope or the customer wants a person, the assistant hands over through CBOT Live Chat and a live agent continues the conversation.
The assistant runs across the Lassa and Bridgestone websites and WhatsApp lines, with the CBOT Live Chat module keeping a human in the loop.
By automating basic and repetitive questions within a defined domain, without diverting customers to another channel, the assistant became an inspiring example for companies looking to automate their frequently asked questions.
The human-and-AI model keeps the harder, out-of-scope questions in good hands, while the assistant continues to cover more of the routine ones.
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