Customer story · RetailThe support assistant that makes e-commerce help faster.
Yardım Botu is Koçtaş's AI-based e-commerce support assistant, built on CBOT Platform with CBOT's NLP and machine-learning technology. Integrated into Koçtaş's backend systems, it answers customer queries and handles order, shipment and store tasks across the website, mobile app, WhatsApp and Facebook Messenger, with human agents in the loop through CBOT Live Chat.
Koçtaş, part of Turkey's Koç Group and the country's home-improvement retail leader, puts "good service" among its strategic priorities. To deliver fast, instant and simple support at scale, it partnered with CBOT to build an AI-based customer service that pairs a virtual assistant with live chat.
Built on CBOT Platform and CBOT's NLP and machine-learning technology, the assistant, Yardım Botu, was trained and integrated into Koçtaş's backend systems. It resolves everyday e-commerce requests such as order tracking, shipment status, returns and cancellations, product search and store lookups.
The system keeps humans in the loop. When a request falls outside the assistant's scope, or the customer asks for a person, the conversation is handed over to a live agent through CBOT Live Chat, who sees the full history and continues from there.
Available on the website, mobile app, WhatsApp and Facebook Messenger, Yardım Botu automates simple, repetitive queries so agents can focus on the complex cases that need a human touch.
Koçtaş offers tens of thousands of products across its 41 stores in Turkey, and its customers increasingly expect to reach support fast, through messaging, in a simple way. With "good service" among its strategic priorities, Koçtaş wanted to meet these everyday e-commerce requests instantly and at scale, without losing the option of human help when a case is more complex.
Koçtaş offers tens of thousands of products across its 41 stores; customers expected fast support about them.
Customers increasingly wanted to reach support fast, through messaging, in a simple way.
With 'good service' among its strategic priorities, Koçtaş wanted to meet everyday e-commerce requests instantly and at scale.
The option of human help had to remain for the cases that are more complex.
In cooperation with CBOT, Koçtaş built an AI-based customer service combining a virtual assistant and live chat. Yardım Botu was trained on CBOT Platform, using CBOT's NLP and machine-learning technology, and integrated into Koçtaş's backend systems, working alongside human agents through CBOT Live Chat.
Yardım Botu serves on the website, mobile app, WhatsApp and Facebook Messenger.
It connects to Koçtaş's internal systems to do its job; for order tracking, for example, it checks the status in Koçtaş's systems and returns the current information.
When a request falls outside its scope, it hands over to a live agent through CBOT Live Chat, who sees the history and continues from there.
Yardım Botu handles order, shipment, return, product and store requests across the website, mobile app, WhatsApp and Facebook Messenger, handing over to an agent through CBOT Live Chat when needed.
Yardım Botu automated simple, repetitive queries so agents could focus on the complex work that needs a human touch, an efficient example of humans and AI working together.
The aim is to widen the range of transactions the assistant handles, so it can support more e-commerce processes end to end.
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