# Defacto | Çözüm Danışmanı

- Sector: retail
- Voice agent: yes
- Source: https://www.cbot.ai/case-study/client-story-cozum-danismani-solution-contact/

Defacto's Çözüm Danışmanı, built on the CBOT Platform, answers customer questions and routes shoppers to the right process instantly, with a voice-enabled experience.

## Key numbers
- 24/7 — instant customer support

## Challenge
In fashion retail, the same customer questions recur at high volume: where is my order, where is my invoice, is this product available. Answering them one by one through traditional support ties up agents and leaves shoppers waiting for information that could be delivered instantly. Defacto wanted to give customers immediate, self-service answers on its own website, and to make that experience easy enough to use by voice.

## Solution
CBOT built Çözüm Danışmanı on the CBOT Platform and its natural language processing technology, so the assistant understands what a shopper is asking in everyday language and responds on the spot. It answers order, invoice and product questions, offers a voice-enabled experience on the Defacto website, and directs customers to the right process when a question needs a follow-up step.