Customer story · Public sectorThe virtual assistant that makes public services for 16 million citizens more accessible.
İstanbul Metropolitan Municipality governs a city of 16 million people. To support citizens without increasing its operational load, it launched an AI-powered virtual assistant inside the "İstanbul Senin" (Istanbul is Yours) city app, built and trained on CBOT Platform. The assistant answers questions and requests 24/7 across transportation, city card, social services, water and health, and hands difficult cases to a human agent without dropping the AI.
İstanbul Metropolitan Municipality added an AI-powered assistant to the "İstanbul Senin" app to support a city of 16 million without adding to its operational load. The assistant answers 24/7 across areas from transportation and the city card to water and health, running on an on-premise setup for data security. Complex requests move to a human agent while the AI stays on, offering the agent a ready-made answer.
“The assistant addresses citizens by name and answers 24/7, handing complex requests to an agent while the AI stays on to help.”
İstanbul Metropolitan Municipality wanted to give 16 million citizens interactive, always-on support without increasing its operational burden, so people could get answers naturally instead of navigating menus or calling a contact center.
The municipality wanted to give 16 million citizens interactive support without increasing the burden on its call center.
Citizens preferred a natural, intuitive way of interacting instead of navigating menus or calling a contact center for information.
Many different areas, from transportation, city card and social services to water and health, had to be served from a single door.
Citizen data had to be protected at the highest level.
Within the "İstanbul Senin" (Istanbul is Yours) city app, the municipality launched an AI-powered virtual assistant built and trained on CBOT Platform. The CBOT team owned the full design and implementation and, for data security, deployed the system on-premise.
The assistant was placed inside the "İstanbul Senin" (Istanbul is Yours) city app citizens already use, and it addresses people by name.
To keep data security at the highest level, the system runs through an on-premise installation.
When the assistant hands a conversation to an agent, the agent sees the full transcript in CBOT Live Chat, and the AI stays on, offering the agent a ready-made answer through the agent prompter feature.
The assistant answers citizen questions and requests across transportation, city card, social services, water and health, on an on-premise installation, with humans and AI working together.
This project showed that an assistant living inside an app citizens already use, with humans and AI working together, makes public services more accessible and more efficient.
The plan is to extend the assistant to more channels such as WhatsApp Business and Facebook Messenger.
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