Customer story · TelecomThe virtual assistant that makes support for Türk Telekom customers faster.
TiTi is Türk Telekom's AI-based virtual assistant, built and trained on CBOT Platform and integrated into Türk Telekom's internal systems. It gives customers 24/7, instant support for their most frequent questions and transactions on the Türk Telekom website, from advantageous offers to bill and credit top-up, remaining credits and contract expiration dates.
Türk Telekom is Turkey's first integrated telecommunications company, with a legacy of more than 180 years. Since January 2016 it has brought its mobile, internet, telephone and TV products together under the Türk Telekom brand, serving retail and corporate customers with a customer-focused approach.
The company needed to handle its most frequent questions and transactions instantly, without adding operational burden. Together with CBOT, it launched TiTi, an AI-based virtual assistant that supports customers in a personalized way, 24/7.
TiTi was built, trained and integrated into Türk Telekom's internal systems on CBOT Platform, giving customers an easy way to reach information and complete transactions. The CBOT and Türk Telekom teams worked closely to design an experience that covers the transactions Türk Telekom customers need most.
The result is end-to-end automation that keeps support instant, simple and self-service, freeing the support team to focus on the areas where a human touch really matters.
“Customers complete the questions and transactions they need most right on the website, 24/7, instantly and personalized.”
Providing instant support for the most frequently asked topics and transactions, without creating an operational burden for Türk Telekom.
Topics like advantageous offers, bills, credit top-up, remaining credits and contract expiration came in high volume with repeating patterns.
Handling these questions and transactions through the call center or an agent placed a constant load on the support team.
To reach simple information, customers were often redirected to another channel, breaking the experience.
Details like remaining credits or contract expiration date are customer-specific; a generic answer wasn't enough.
TiTi: an AI-based virtual assistant built on CBOT Platform to support Türk Telekom's customers in a personalized way, 24/7 and instantly.
TiTi was placed on the Türk Telekom website, so customers reach information and complete transactions within the same experience, without switching channels.
TiTi was seamlessly integrated into multiple Türk Telekom backend systems, so it can instantly reach personal details like remaining credits, contract expiration date and bills.
The most frequently needed topics, from advantageous offers, bill and credit top-up, remaining credits and contract expiration date to new product applications, are handled from a single point.
TiTi runs integrated with Türk Telekom's internal systems, serving the information and transactions customers need most on the website, 24/7.
This project showed that a virtual assistant integrated into internal systems simplifies the customer experience by handling the most frequent transactions instantly, while lightening the load on the support team.
The goal is to widen TiTi's scope so more transactions and topics are handled within the same seamless experience.
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