# Koçtaş | Yardım Botu (Support Bot)

- Sector: retail
- Voice agent: no
- Source: https://www.cbot.ai/case-study/client-story-koctas-yardim-botu-support-bot/

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.

## Challenge
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.

## Solution
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.

## Results
Yardım Botu serves Koçtaş customers on the website, mobile app, WhatsApp and Facebook Messenger, resolving order, shipment, return, product and store requests instantly. Simple, repetitive queries are automated by the assistant, while agents focus on the complex tasks that need a human touch.