The virtual assistant that makes customer support instant.
Daikin's virtual assistant, built on CBOT Platform, gives Daikin and Airfel customers instant, 24/7 answers to their questions and requests. It handles free discovery, service and product enquiries, fills or routes the right forms, and hands over to a live agent when needed, all without adding to the operational load.
Daikin has operated in Turkey since 1978 and, after acquiring Airfel in July 2011, became one of the country's largest players in heating, cooling and ventilation, with the broadest product range in the sector. With that reach comes a steady flow of customer questions and requests, and Daikin wanted to answer them with the best possible support experience, efficiently, without adding to its operational burden.
The answer was intelligent automation. Daikin partnered with CBOT to build an AI-based virtual assistant that supports its customers instantly, around the clock. CBOT was chosen for its proven track record and its comprehensive AI platform, and the CBOT team took complete ownership of the assistant's design and implementation.
Built on CBOT Platform using advanced natural language processing and machine learning, "Daikin Sanal Asistan" was shaped around the questions customers actually ask. It handles free discovery requests, air conditioner and boiler service requests, nearest-store contact details, product information and live assistance, creating the right forms or guiding customers to them.
The human stays central. When a conversation needs a person, CBOT Live Chat transfers it seamlessly, the agent sees the full history in the same chat box, and the AI stays on to suggest responses to the agent through the Platform's prompt feature.
“From free discovery to boiler service, the assistant fills the right form or hands over to a live agent, and even after the handover, the AI keeps suggesting responses to the representative.”
Daikin wanted to deliver the best possible customer support experience in the most efficient way, without creating an operational burden. Customers increasingly preferred to get information naturally and instantly, rather than navigating menus or calling a contact center.
Daikin's broad product range brings a constant flow of customer questions and service requests.
Daikin wanted the best support experience delivered as efficiently as possible, without adding to its operational burden.
Customers increasingly preferred natural, intuitive answers over clicking through menus or waiting on a contact center.
When a request needs a person, the handover had to be smooth and the full context preserved.
CBOT built an AI-based virtual assistant on CBOT Platform to support Daikin and Airfel customers 24/7, instantly. Designed and trained with CBOT's natural language processing and machine learning, it was shaped around customers' most frequent questions and requests. The CBOT team took complete ownership of the design and implementation.
Daikin Sanal Asistan was designed and trained with advanced natural language processing and machine learning, shaped around the questions customers actually ask most often.
Running on the Daikin and Airfel websites, it handles free discovery, air conditioner and boiler service requests, nearest-store details and product information, creating the right forms or guiding the customer to them.
When a conversation needs a representative, CBOT Live Chat transfers it seamlessly with the full history, and the AI stays on to suggest responses to the agent through the Platform's prompt feature.
Daikin Sanal Asistan runs on the Daikin and Airfel websites, with CBOT Live Chat keeping a human in the loop and the AI assisting the agent behind the scenes.
By keeping the human central while automating the routine, Daikin delivered a better support experience without adding to its operational load.
Daikin planned to extend the assistant to more channels, including WhatsApp Business, Facebook Messenger and Instagram DM.
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