The AI assistant that makes customer support faster.
n11, one of Turkey's leading marketplaces, launched its AI assistant "n11 Destek" with CBOT. Built and trained on CBOT Platform and integrated into n11's internal systems, the assistant greets customers before the live support team on the website and WhatsApp, answering questions about orders, payments and shipping in seconds. It handles 70% of customer queries.
The marketplace n11 developed the "n11 Destek" assistant with CBOT to meet rising volume without lowering quality. Rolled out gradually and measured at each step, it kept beating targets, went live for all customers in 2019, and today resolves 70% of requests on its own. Integrated into n11's internal systems, it hands the conversation to a live agent seamlessly whenever the customer asks.
“Customers meet n11 Destek first, getting answers on orders, payments and shipping in seconds; when they type 'live support' they move to an agent.”
As n11 grew, handling every customer query, request and complaint through live support agents alone, with no automation, became inefficient and pushed costs up. Rising customer volume and increasingly varied demands led n11 to look for a way to serve customers properly while improving efficiency.
Handling every query, request and complaint through live agents alone was inefficient and pushed costs up.
A growing customer volume and more varied demands pushed n11 to look for new technology.
n11 wanted to serve customers with the same quality while improving efficiency.
Automating simple, repeating questions would let agents focus on higher-value work.
n11 partnered with CBOT to build "n11 Destek" on CBOT Platform, using its advanced NLP and machine learning technology. CBOT built and trained the assistant, integrated it into n11's internal systems, and deployed it on the website and WhatsApp, greeting customers before the live support team with the same quality of help.
n11 Destek greets customers before the live team on the website and WhatsApp, offering the same quality of help.
The assistant's presence was increased step by step and results measured at every phase; because targets were beaten, the system was opened to 100% of customers in 2019.
n11 Destek is integrated with live support; when a customer types 'live support' the conversation is handed over seamlessly.
n11 Destek greets customers before the live team on the website and WhatsApp, answering order, payment and shipping questions in seconds and handing over to an agent when asked.
Rolled out gradually and measured at every phase, n11 Destek consistently beat targets; today it resolves 70% of customer queries on its own, letting agents focus on the cases where human judgement matters most.
Looking ahead, n11 plans to add new modules and position the assistant as a sales assistant that lets customers buy the products they want in a very short time.
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