The retail assistant that makes customer support faster.
Defacto's Çözüm Danışmanı, built on the CBOT Platform, answers customer questions and routes shoppers to the right process instantly, with a voice-enabled experience.
Defacto is one of Turkey's leading ready-to-wear fashion retailers, serving a large customer base across stores and online. Together with Defacto, CBOT launched Çözüm Danışmanı, a customer-service assistant built on the CBOT Platform and CBOT's natural language processing technology. Available on the Defacto website, the assistant answers questions and guides shoppers to the right process instantly, including through a voice experience. It gives customers information about their orders, invoices and products, and creates value by making support instant, simple and personal.
“Çözüm Danışmanı answers order, invoice and product questions on the Defacto website instantly and personally, raising both efficiency and customer satisfaction.”
In fashion retail, the same customer questions recur at high volume: where is my order, where is my invoice, is this product available. Answering them one by one through traditional support ties up agents and leaves shoppers waiting for information that could be delivered instantly. Defacto wanted to give customers immediate, self-service answers on its own website, and to make that experience easy enough to use by voice.
Shoppers wanted immediate answers about orders, invoices and products on the Defacto site, without waiting in a support queue.
The assistant had to make support easy and natural to use, including by voice, rather than forcing customers through long forms or menus.
Beyond answering, the assistant needed to guide shoppers to the correct next step so a question turns into a resolved request.
The goal was to raise operational efficiency and customer satisfaction at the same time by making everyday support instant, simple and personal.
CBOT built Çözüm Danışmanı on the CBOT Platform and its natural language processing technology, so the assistant understands what a shopper is asking in everyday language and responds on the spot. It answers order, invoice and product questions, offers a voice-enabled experience on the Defacto website, and directs customers to the right process when a question needs a follow-up step.
CBOT deployed the assistant on the Defacto website with a voice-enabled experience, so customers can ask their questions naturally and get answers without navigating menus or forms.
Powered by CBOT's natural language processing, the assistant understands questions about orders, invoices and products in everyday language and returns an instant, relevant answer.
When a question needs a further step, the assistant guides the shopper to the correct process, turning a simple query into a completed request and easing the load on human support.
Çözüm Danışmanı runs on the Defacto website with a voice experience, answering order, invoice and product questions and routing shoppers to the right process.
Çözüm Danışmanı showed that a voice-enabled assistant built on the CBOT Platform can answer everyday retail questions instantly and personally, lifting both efficiency and customer satisfaction.
In later phases the assistant can widen the range of customer journeys it handles and deepen its integration with Defacto's systems to resolve more requests end to end.
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