The customer service assistant that makes the digital broadcasting experience faster.
DigiTO is Digiturk's customer service virtual assistant, built on CBOT Platform. Trained with CBOT's NLP and machine learning technology and integrated into Digiturk's backend systems, it answers customer queries instantly and guides users through digital pay-TV transactions step by step, in full Turkish.
Digiturk, Türkiye's leading digital broadcaster, built DigiTO with CBOT to handle account and pay-TV questions without the wait for a live agent. Serving in Turkish in the authorized area of the Digiturk and beIN CONNECT sites, the assistant walks users through transactions and escalates anything beyond its scope to an agent. By April 2021 it reached a 92% accuracy rate and a 99% coverage rate.
“DigiTO answers account questions and walks users through transactions step by step; when it can't answer, it hands the conversation to a human.”
Digiturk wanted to interact with its customers in a more natural, faster and direct way, and to provide a better digital experience, answering account and pay-TV queries instantly and guiding users through transactions without making them wait for a live agent.
Users wanted to resolve account and broadcasting questions in a more natural, faster and direct way instead of through menus.
Waiting for a live agent even for simple transactions slowed the experience down.
Many different transactions, from buying a single match or movie and package queries and changes to remote recording, had to be handled from one point.
The experience had to run end-to-end in Turkish and understand users correctly.
CBOT provided CBOT Platform, its advanced NLP and machine learning technology. The virtual assistant DigiTO was trained on this platform and integrated into Digiturk's backend, supporting full functionality in Turkish, with CBOT taking end-to-end responsibility for the project.
DigiTO was placed in the authorized area of the Digiturk and beIN CONNECT websites, so users handle account transactions inside a secure area.
Trained on CBOT's advanced NLP and machine learning, DigiTO was integrated into Digiturk's backend and developed with full functionality in Turkish.
When a query falls outside its scope, DigiTO hands the conversation to a live agent so the user is always answered correctly.
DigiTO runs integrated with Digiturk's backend systems; it answers account questions, completes basic transactions and hands over to a live agent when needed.
This project showed that an assistant integrated into backend systems and fully functional in Turkish speeds up the experience by walking users through account and broadcasting transactions step by step, while keeping accuracy high.
Built on human–AI collaboration, this structure is open to widening its scope to cover more transactions and scenarios.
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