Customer story · BankingThe digital banking assistant that makes reaching answers faster.
ARI is Türkiye Finans's digital assistant, built on CBOT's natural language processing infrastructure. Serving on the bank's website and mobile applications, it instantly and accurately answers the most frequently asked banking questions across thousands of scenarios; and, integrated with back-end systems, it lets users complete certain banking transactions directly through digital channels.
Türkiye Finans, a participation bank serving on web and mobile channels, saw its digital traffic rise and needed a more efficient approach to customer service. Traditional call centers struggled to give timely, consistent answers at peak times, and repetitive questions kept human agents busy on low-value work. Built on CBOT's natural language processing infrastructure, ARI now serves on the bank's website and mobile applications: it answers the most frequently asked banking questions instantly and accurately across thousands of scenarios, and, integrated with back-end systems, it lets users complete certain banking steps directly through digital channels.
“ARI answers the most frequent banking questions across thousands of scenarios 24/7, instantly and reliably; and, integrated with back-end systems, it lets users complete certain transactions right in the chat.”
Traditional call center infrastructures struggled to respond to customers in a timely, consistent way during peak periods, extending waiting times and hurting satisfaction. Repetitive, simple questions handled by human agents wasted time and resources, while complex matters went underserved. Türkiye Finans needed to automate repetitive questions, cut waiting times to zero, and increase efficiency in the call center.
During peak periods traditional call center infrastructure struggled to respond in time and consistently, which extended waiting times and hurt customer satisfaction.
Simple, repeating questions handled by human agents wasted time and resources, while more complex matters could not get the attention they needed.
With rising digital-channel traffic, customers needed instant access to information instead of waiting to reach the call center.
Türkiye Finans wanted to free its teams from low-priority tasks so representatives could focus on complex, value-adding work.
Built on CBOT's natural language processing (NLP) infrastructure, ARI serves on Türkiye Finans's website and mobile applications. It matches incoming messages with predefined intent groups and works against the bank's knowledge base to deliver instant, reliable answers, and, integrated with back-end systems, it lets users carry out certain transactions directly.
CBOT positioned ARI on the bank's website and mobile applications. It matches incoming messages with predefined intent groups and works against the bank's knowledge base to give instant, reliable answers to the most frequent banking questions.
A hierarchical intent architecture keeps communication effective and consistent across both general and highly specific questions, so users get accurate answers whether they ask broadly or in detail.
Integrated with back-end systems for specific transactions, ARI lets users complete certain banking steps directly through digital channels, for example updating a wire/EFT limit or enabling international use of a credit card, turning the assistant from an information provider into an active digital transaction tool.
ARI serves on the website and mobile applications; it answers the most frequent banking questions instantly and, through back-end integration, lets users complete certain transactions right in the chat.
By automatically answering repetitive questions, ARI gave users instant access to information and let call center teams work more efficiently. This showed how a digital assistant can lift both customer satisfaction and workforce and time efficiency in financial services.
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