Customer story · RetailThe AI support assistant that gets things done instantly.
Getir Support is an AI-based virtual assistant built and trained on CBOT Platform. Available inside the Getir app across four services, it recognises the already-authorised customer and completes personalised order and account tasks end to end, handing over to a human agent through Kustomer whenever needed.
Getir, Türkiye's fast-delivery brand, worked with CBOT to make support as instant as its delivery. The AI assistant Getir Support lives inside the app, recognises the customer and completes their tasks end to end, escalating to the right team with full history when a person is needed. In the resulting human + AI model, 78% of queries are resolved without an agent and resolution time fell 7.5 times.
“Because the customer is already recognised, Getir Support finishes the task inside the same experience, and hands over to the right human team, with full history, whenever needed.”
Getir's promise of fast delivery means support has to be just as instant. Customers should get help without waiting in queues, searching through menus or dialling a call centre, and many of their requests are personalised, requiring the customer to be recognised before the issue can be solved.
A promise of 10-minute delivery only holds if support is just as instant, without queues, menus or a call-centre number to dial.
Most requests are tied to a specific order and account, so the customer has to be recognised before the issue can even be addressed.
Answering a question is not enough: customers expect the order or account task to be finished in the same place, not redirected elsewhere.
Requests arrive in high volume across four services, so the flow that a human doesn't need to touch has to scale on its own.
Getir partnered with CBOT to deploy an AI-based customer support system with a human in the loop. Getir Support was built and trained on CBOT Platform, integrated into Getir's backend and set up as an agent inside Kustomer so it can complete personalised tasks and escalate to the right team when needed.
Getir Support lives inside the Getir app across four services: Getir, Getir Büyük, Getir Yemek and Getir Su. Because the customer is already authorised, it works from a recognised context and gives a personalised answer rather than a generic one.
The assistant is wired into Getir's backend so it can act, not just answer: tracking an order, updating an address or phone number, applying a coupon or resolving a missing product end to end.
When a human is needed, Getir Support is defined as an agent in Kustomer and hands the conversation to the right support team based on topic, passing the full transcript so the agent picks up where it left off, all in the same chat for the customer.
Getir Support recognises the already-authorised customer and completes personalised order and account tasks right inside the app, handing over to a human agent through Kustomer whenever needed.
By recognising the customer and finishing the task in the same experience, Getir Support shows that a well-integrated assistant can lift the customer experience while taking real load off the support team.
In later phases, the same human + AI model is designed to widen the set of order and account tasks the assistant can complete on its own, keeping human agents focused on the cases that truly need them.
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