# Digiturk | DigiTO

- Sector: telecom
- Voice agent: no
- Source: https://www.cbot.ai/case-study/client-story-digiturk-digito/

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.

## Key numbers
- 92% — accuracy rate
- 99% — coverage rate

## Challenge
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.

## Solution
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.

## Results
On the Digiturk and beIN CONNECT websites, DigiTO answers account queries, completes basic transactions and guides users step by step, handing over to a live agent when needed. As of April 2021 it reached a 92% accuracy rate and a 99% coverage rate.