# Türkiye Finans | ARI

- Sector: banking
- Voice agent: no
- Source: https://www.cbot.ai/case-study/client-story-turkiye-finans-ari/

ARI is Türkiye Finans's digital assistant, built on CBOT's natural language processing infrastructure. Serving on the bank's website and mobile applications, it instantly and accurately answers the most frequently asked banking questions across thousands of scenarios; and, integrated with back-end systems, it lets users complete certain banking transactions directly through digital channels.

## Key numbers
- 1M — conversations / year
- 24/7 — service

## Challenge
Traditional call center infrastructures struggled to respond to customers in a timely, consistent way during peak periods, extending waiting times and hurting satisfaction. Repetitive, simple questions handled by human agents wasted time and resources, while complex matters went underserved. Türkiye Finans needed to automate repetitive questions, cut waiting times to zero, and increase efficiency in the call center.

## Solution
Built on CBOT's natural language processing (NLP) infrastructure, ARI serves on Türkiye Finans's website and mobile applications. It matches incoming messages with predefined intent groups and works against the bank's knowledge base to deliver instant, reliable answers, and, integrated with back-end systems, it lets users carry out certain transactions directly.

## Results
ARI answers repetitive questions automatically, reducing the load on representatives and giving users instant access to information. Operating 24/7, it eliminated call center waiting times, and by taking over repetitive requests it let call center teams work more efficiently, freeing representatives to focus on more complex, value-adding matters instead of low-priority tasks.