# Istanbul Metropolitan Municipality | İstanbul Senin Virtual Assistant

- Sector: public
- Voice agent: no
- Source: https://www.cbot.ai/case-study/client-story-istanbul-metropolitan-municipality/

İstanbul Metropolitan Municipality governs a city of 16 million people. To support citizens without increasing its operational load, it launched an AI-powered virtual assistant inside the "İstanbul Senin" (Istanbul is Yours) city app, built and trained on CBOT Platform. The assistant answers questions and requests 24/7 across transportation, city card, social services, water and health, and hands difficult cases to a human agent without dropping the AI.

## Challenge
İstanbul Metropolitan Municipality wanted to give 16 million citizens interactive, always-on support without increasing its operational burden, so people could get answers naturally instead of navigating menus or calling a contact center.

## Solution
Within the "İstanbul Senin" (Istanbul is Yours) city app, the municipality launched an AI-powered virtual assistant built and trained on CBOT Platform. The CBOT team owned the full design and implementation and, for data security, deployed the system on-premise.

## Results
The assistant answers citizen questions and requests 24/7 across transportation, city card, social services, water and health, addresses people by name, and hands complex cases to a human agent through the CBOT Live Chat Module while the AI stays on to assist the agent. Plans are to extend coverage to more channels such as WhatsApp Business and Facebook Messenger.