Customer story · RetailThe digital employee that makes customer service faster.
Teknosa, one of Turkey's largest technology retail chains, worked with CBOT to ease a heavy customer-service workload and answer users faster. Its AI assistant Selin runs on CBOT's platform and delivers uninterrupted 24/7 support across Web, WhatsApp and Mobile, handling real-time needs like stock and pricing.
As one of Turkey's largest technology retailers, Teknosa developed Selin with CBOT to relieve congestion in traditional channels and answer customers faster. Selin goes beyond static replies, adapting on the fly to changing stock, pricing and order data. A hybrid model of AI and people lets it resolve standard requests on its own while handing sensitive cases to live support.
“Selin handles high-volume, standard requests on its own and routes complex or sensitive cases to live support.”
Congestion in traditional customer-service channels stretched response times and hurt satisfaction. Customers wanted quick access to information, especially real-time product stock and pricing in e-commerce, which was hard to sustain manually.
As traffic grew, congestion in traditional customer-service channels stretched response times.
Customers, especially in e-commerce, wanted quick access to real-time details like product stock and pricing.
Teknosa needed an interface that could keep pace with the digital world and grow satisfaction sustainably.
Routine, repetitive requests made it harder for agents to focus on complex work.
Built on CBOT's platform and NLP infrastructure, the virtual assistant Selin provides 24/7 support across Web, WhatsApp and Mobile. It adapts instantly to dynamic inventory and order inquiries and works in a hybrid AI-plus-human model, escalating complex or sensitive cases to live support.
Selin runs on CBOT's platform and serves uninterrupted across Web, WhatsApp and Mobile.
Moving beyond static queries, it adapts instantly to dynamic inventory and order inquiries, so users always get up-to-date information.
It handles high-volume standard requests autonomously and routes cases needing operational complexity or customer sensitivity to live support.
Selin runs on CBOT's NLP infrastructure and serves across Web, WhatsApp and Mobile, answering stock, price, order and after-sales requests instantly with up-to-date data.
By resolving routine requests instantly, Selin cut response times in customer service and sped up transactions, freeing agents to focus on the cases that need a human touch.
The aim is to widen the range of transactions the assistant handles, so it can manage more after-sales and order processes end to end.
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