Customer story · BankingThe virtual assistant that makes banking faster across every channel.
Ziraat Asistan is the virtual banking assistant of Ziraat Bank, Turkey's oldest and largest bank. Redesigned on CBOT Platform with CBOT's NLP technology and CBOT Fusion integration middleware, it answers hundreds of banking topics and completes personalized transactions across the bank's web and mobile channels.
Ziraat Bank, established in 1863, is Turkey's oldest and largest bank, with the widest international service network of any Turkish bank. Its mission is to be a bank that understands customer needs and offers the best solution from the most appropriate channel, a vision that calls for serious AI investment and a sharp focus on customer experience.
To carry Ziraat Asistan, its virtual banking assistant, to a higher level, Ziraat Bank partnered with CBOT. The assistant was redesigned on CBOT Platform and now runs on CBOT's NLP technology, giving customers a more intelligent and seamless experience.
Beyond NLP, CBOT Fusion, the platform's no-code integration middleware, connects Ziraat Asistan to the bank's backend systems. This lets the assistant go past frequently asked questions and deliver personalized information and real banking transactions, quickly and without custom coding. The CBOT team also maintains and continuously improves the assistant on the platform's no-code tools.
“Beyond frequently asked questions, Ziraat Asistan delivers personalized information and completes banking transactions on the customer’s behalf.”
Within its strategic vision, Ziraat Bank wanted customers, and prospective customers, to reach its products and services whenever, wherever and through whichever channel they preferred, in a seamless and convenient way. As customer expectations kept rising, Ziraat Asistan needed to improve on both NLP and experience design.
Customers wanted to reach products and services whenever and through whichever channel they preferred: web, internet banking, mobile.
Answering a question was not enough; loan payments and statement requests had to be completed through the assistant itself.
As customer expectations kept rising, the existing assistant needed to improve on both NLP and experience design.
Instead of generic answers, the assistant had to deliver customer-specific information such as debt amounts and instalment calculations.
Ziraat Bank partnered with CBOT to redesign Ziraat Asistan on CBOT Platform. The assistant was retrained and integrated into the bank's backend through CBOT Fusion, the platform's no-code integration middleware, so it could deliver simple, personalized interactions. The CBOT team took on end-to-end responsibility for maintaining and improving the assistant.
Ziraat Asistan was redesigned on CBOT Platform and now runs on CBOT’s NLP technology, giving customers a more intelligent and seamless experience.
CBOT Fusion, the no-code integration middleware, connected the assistant to the bank’s backend so complex, integration-heavy flows were built quickly without coding.
The CBOT team maintains the assistant on the platform’s no-code tools and also built employee-facing internal assistants.
Ziraat Asistan serves on the website, internet banking, mobile app and mobile banking, in both public and authorized fields.
Rebuilt with CBOT Platform and CBOT Fusion, Ziraat Asistan goes beyond frequently asked questions to deliver personalized information and complete banking transactions on the customer’s behalf.
Alongside the customer-facing assistant, employee-facing internal assistants are already live, with coverage continuously extended through the platform’s no-code tools.
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