Customer Story · Payment SystemsMetropolCard serves callers 24/7 on its 444 customer line with Özge, its AI voice assistant
MetropolCard, which serves more than 1 million users with meal, fuel and gift card solutions, has deployed Özge, an AI voice assistant built by CBOT, in its contact center. Özge answers callers who want to reach an agent from the very first word, and completes requests such as balance checks, PIN changes and card acceptance questions without a wait for an agent.
MetropolCard lets companies manage employee benefits and spending budgets on a single card. More than 1 million users, over 10,000 corporate clients and over 50,000 partner merchants across Turkey's 81 provinces all call the same 444 customer line.
A large share of incoming requests were frequently repeated questions about balances, PINs and where the card is accepted. MetropolCard worked with CBOT to handle these requests before they reach a live agent and to extend service beyond business hours.
Cardholders, corporate clients and partner merchants all call the same number. Each has different questions and needs a different answer.
Questions such as balance checks, PIN resets and which brands accept the card come up often. When they enter the agent queue, they take time away from calls that require expertise.
Meal and fuel cards are used in the evenings, at weekends and on holidays too. A cardholder's question often comes up right at the moment of use.
The project's goal: to ease the call load on live agents and, in doing so, raise the service level, customer satisfaction, answer rate and first contact resolution.
CBOT built a voice assistant for MetropolCard that understands spoken requests and completes transactions. Özge answers every question from MetropolCard's up-to-date knowledge records.
Instead of navigating a keypad menu, callers simply say what they need. Özge automatically finds the cards registered to the caller's number and verifies them by asking for the card's last four digits on the keypad; it then reads out the balance or resets the PIN through secure keypad steps.
The assistant tells individual cardholders, corporate clients and partner merchants apart. It answers which brands, stores, sectors or fuel stations accept the card; questions about the mobile app and merchant applications; and which regional office documents should be sent to.
When a request needs expertise, Özge transfers the call to a live agent with the customer's consent. On a KVKK (Turkish Personal Data Protection Law) compliant infrastructure, no external services are used during calls; personal data is masked, and details such as phone numbers are never read aloud.
- 36%
36% of calls came in at weekends or outside 09:00–18:00 on weekdays.
- 74%
74% of callers stated their request directly to the assistant; 26% asked for an agent at the start of the call.
- 46%
Merchant transactions, card and wallet usage, and PIN transactions made up 46% of requests.
- 1 min 15 s
The average call lasted 1 minute 15 seconds.
The assistant's performance has been measured from day one with Kalya AI, CBOT's call quality specialist, which reports on customer requests and sentiment.
The project went live with no changes to MetropolCard's contact center infrastructure, connecting to its services through APIs. Özge runs on CBOT's in-house voice technology and a local Turkish LLM, and also understands calls made from noisy environments.
- CLIENT
- MetropolCard
- TYPE
- Voice assistant (Voice AI)
- CHANNEL
- 444 customer line, Turkish
- PLATFORM
- CBOT voice technology, local Turkish LLM
- INTEGRATION
- API, existing contact center infrastructure preserved
- QUALITY MEASUREMENT
- Kalya AI
Özge is how MetropolCard's view of AI as a strategic area shows up in customer service. Frequently repeated requests are handled by the assistant, so agents can focus on calls that require expertise.
Let's explore a similar contact center scenario together.MetropolCard (Metropal Kurumsal Hizmetler A.Ş.) offers online prepaid employee systems that let companies manage the non-wage benefits and spending budgets they provide to employees on a single card. With its RestoPay, PetroPay, FiloPay, GiftPay, OtelPay, PassPay and OkulPay products, it has reached more than 50,000 partner merchants and more than 550,000 app downloads.
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