The AI assistant that makes cargo support faster.
Sendeo, a Koç Group cargo and logistics company, worked with CBOT to launch an AI-based virtual assistant on the CBOT Platform. Named "Sendeo", it answers the most frequently asked cargo questions instantly and, when needed, hands the customer over to a human agent through CBOT Live Chat, keeping support available 24/7 without adding to the operational load.
Sendeo is a Koç Group company, wholly owned by Koç Holding and Aygaz, founded as an intrapreneurship venture to bring a dynamic and innovative approach to the cargo and logistics industry. It serves across Turkey on the strength of Aygaz's dealer network in 81 provinces and Koç Holding's quality standards.
The challenge was clear: give customers instant answers to the questions they ask most about cargo services, without creating an operational burden. Sendeo turned to CBOT for this; CBOT had already proven itself building AI-based customer support systems and had earned a strong reputation for reliability.
Working on the CBOT Platform, CBOT built and trained an AI-based virtual assistant called "Sendeo" and paired it with CBOT Live Chat, so a human agent is always in the loop and ready to step in when needed. The assistant covers the most frequently asked topics automatically, while the live-chat handover keeps a person available for everything else.
CBOT took full responsibility for delivering and maintaining the system. Thanks to the ready-made tools and modules on the CBOT Platform, the project was delivered in a very short time.
“Sendeo answers the most frequently asked cargo questions instantly, 24/7, and hands the customer over to a live agent with a seamless transfer whenever one is needed.”
Sendeo needed to provide instant support for the questions customers ask most often about cargo services, such as cargo tracking, address updates, delivery locations and service hours, without adding to its operational workload as the number of customers grew.
Customers needed answers to questions like cargo tracking, service hours and delivery without navigating website menus or dialing a call center.
The most frequent questions came in high volume with repeating patterns; as customer numbers grew, these had to be handled without expanding the operations team.
For cases the assistant doesn't cover or that need an agent, the conversation had to be handed to a person seamlessly, together with its full history.
For defined scenarios, the assistant had to work alongside the existing CRM (Next4biz) so requests could be logged and tracked.
CBOT built and trained an AI-based virtual assistant on the CBOT Platform, working alongside CBOT Live Chat. The assistant answers the most frequent questions automatically and keeps a human agent in the loop for a seamless handover whenever a person is needed, delivering 24/7 support.
CBOT built and trained the AI-based virtual assistant "Sendeo" on the CBOT Platform to answer the most frequent topics automatically: cargo tracking, cargo issues, address updates, complaints and job applications.
When the assistant hands a conversation to an agent, the agent sees the full transcript in CBOT Live Chat and replies in the same chat box. After the handover the AI stays on through the "agent prompter" feature, offering the agent a ready answer.
Thanks to the Next4biz CRM integration, the assistant automatically opens a ticket on Next4biz for defined scenarios, so the process is logged end to end.
The assistant runs on the CBOT Platform; it answers the most frequent cargo topics automatically and, when needed, hands the conversation, with its history, to an agent in CBOT Live Chat.
This project showed that pairing an AI-based assistant with human support speeds up the customer experience while keeping the operational load manageable.
In later phases, the topics and scenarios the assistant covers are intended to expand, with defined flows deepened further.
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