The in-app assistant that makes reaching e-money support instant.
Hadi, an e-money app from TOM Digital, offers users bank-like fund management. As the company grew rapidly, it needed to give customers a better support experience while keeping operational costs in check. Together with CBOT, TOM Digital launched Hadi Support: an AI-based in-app support assistant that welcomes customers, answers their e-money questions instantly, and hands the conversation to a live agent when needed.
Hadi is an e-money app from TOM Digital that lets users manage the funds in their accounts much like a traditional bank: depositing money, transferring funds, and paying bills, many of these transactions free of charge.
As the company grew quickly, TOM Digital needed to raise the quality of its customer support while keeping operational costs under control. It also recognized that customers prefer to interact in a natural, intuitive way rather than calling a phone line, filling out forms, or sending emails about their Hadi experience.
Together with CBOT, TOM Digital launched Hadi Support: an AI-based e-money app support assistant that welcomes customers, answers their questions instantly, and directs the conversation to a live agent when needed. Built and trained on CBOT Platform using CBOT's natural language processing and machine learning technologies, the assistant covers a broad range of e-money support topics.
Within the system, the human keeps its place: CBOT Platform enables a seamless handover between AI and people. When the assistant transfers a conversation to a representative, that representative sees the full chat history on Genesys and responds in the same chat box.
“Hadi Support answers customers instantly across e-money topics and hands the conversation to a live agent when needed.”
As TOM Digital grew rapidly, it needed to provide customers with an enhanced support experience while optimizing operational costs, keeping efficiency and sustainability in balance.
As Hadi grew quickly, TOM Digital needed to raise the quality of its support while keeping operational costs under control.
Customers preferred to interact in a natural, intuitive way rather than calling a phone line, filling out forms or sending emails.
Support had to cover a wide range of topics: accounts, loans, cards, invoices, transfers, ATM transactions and campaigns.
The support experience had to keep efficiency and sustainability in balance as the customer base grew.
Hadi Support, an AI-based e-money app support assistant built on CBOT Platform, welcomes customers, automates their queries, and directs the conversation to a live agent when needed.
Hadi Support was designed and trained on CBOT Platform using CBOT's natural language processing and machine learning technologies, giving customers a seamless experience.
It informs customers with instant answers across account and subscription, loans, cards, invoices, transfers, ATM transactions, campaigns and more.
CBOT Platform enables seamless handover: when the assistant transfers a conversation, the representative sees the full chat history on Genesys and answers in the same chat box.
Built and trained on CBOT Platform and integrated with Genesys, Hadi Support answers e-money questions in the Hadi app and hands over to a live agent when needed.
By automating customer support, Hadi Support lets representatives focus on more complex tasks while delivering 24/7, instant and simple service, supporting efficient resource management and stronger brand loyalty.
The plan is to extend the assistant into personalized answers and transactions, offering a seamless and holistic user experience.
More case studies
Every organization's needs are different, but the impact of a well-designed AI experience is shared: faster processes, easier service and stronger customer engagement. Explore the other success stories we have brought to life across different industries.
Integral Yatırım | İntegral Asistan
MetropolCard | MetropolCard Assistant
