Customer story · TransportationThe virtual assistant that makes tunnel debt and payment simpler.
Built on CBOT Platform and integrated into ATAŞ's backend, "Eurasia Tunnel 24/7" lets tunnel users check their status, inquire and pay debts, and reach tunnel information on ATAŞ's web page and WhatsApp, completing the whole journey in one place, without being sent to another channel.
The Eurasia Tunnel connects the Asian and European sides of İstanbul through a 14.6-kilometer highway tunnel that runs beneath the seafloor. It is operated by Eurasia Tunnel Operation Construction and Investment Co. (ATAŞ), founded in 2009 and owned in equal shares by Yapı Merkezi of Turkey and SK Ecoplant of South Korea.
ATAŞ applied many technological innovations during the design and construction of the project, and it carried that same mindset into customer service. Working with CBOT, it launched "Eurasia Tunnel 24/7": an AI-based virtual assistant that gives tunnel users instant, personalized help.
Eurasia Tunnel 24/7 was built, trained and integrated into ATAŞ's backend on CBOT Platform, with CBOT holding full responsibility for delivering the system. Users can check tunnel status, inquire and pay their debt, learn tunnel prices, update personal information and reach contact details, all in a single experience.
Because CBOT integrated the assistant with both ATAŞ's internal systems and Masterpass, users can search their debt and complete payment in the same place, without being redirected elsewhere. Available on ATAŞ's web page and, thanks to CBOT being a WhatsApp Business Solution Provider, on WhatsApp, Eurasia Tunnel 24/7 makes life easier for İstanbul residents while automating routine customer queries.
“Users search their debt and complete payment in the same experience, without being sent to another channel.”
ATAŞ wanted to give Eurasia Tunnel users the best possible experience in the most effective and efficient way, in line with their daily habits. That meant letting users reach information and complete transactions, including debt inquiry and payment, instantly and in one place, rather than moving between channels.
ATAŞ wanted to give tunnel users the best possible experience in the most effective and efficient way.
Support had to fit users' everyday habits, meeting them on the channels they already use.
Users needed to inquire about and pay their debt instantly, rather than moving between channels.
The whole journey, information and transactions alike, had to be completed in a single experience.
CBOT built, trained and integrated "Eurasia Tunnel 24/7" into ATAŞ's backend on CBOT Platform, taking full responsibility for the delivery. The assistant connects to ATAŞ's internal systems at many points and to Masterpass for payment, so it can return instant, personalized answers and complete transactions within the same experience. It is available on ATAŞ's web page and on WhatsApp.
Eurasia Tunnel 24/7 was built, trained and integrated into ATAŞ's backend on CBOT Platform, with CBOT holding full responsibility for delivering the system.
It connects to ATAŞ's internal systems at many points and to Masterpass for payment, returning instant, personalized answers and completing transactions in the same experience.
Available on ATAŞ's web page and, thanks to CBOT being a WhatsApp Business Solution Provider, on WhatsApp, it is one of the few sector use cases offering such a holistic experience.
Integrated into ATAŞ's internal systems and Masterpass, Eurasia Tunnel 24/7 answers queries and completes payments in one place, on ATAŞ's web page and WhatsApp.
Eurasia Tunnel 24/7 makes life easier for İstanbul residents, automating routine queries for cost savings and a better customer experience.
With debt search and payment completed in one place, it stands among the few use cases in the sector that offer a personalized, end-to-end experience.
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