# MetropolCard | MetropolCard Assistant

- Sector: financial
- Voice agent: no
- Source: https://www.cbot.ai/case-study/customer-story-metropolcard/

MetropolCard, Turkey's first environmentally friendly digital meal card, serves over 400,000 daily active users and more than 50,000 affiliated businesses. Together with CBOT, it built the MetropolCard Assistant on OpenAI's GPT-4o, backed by a RAG infrastructure over MetropolCard's own documents, to answer user questions accurately and hand off to live support when needed.

## Challenge
With over 400,000 daily active users and more than 50,000 affiliated businesses, MetropolCard needed to meet user demand at the pace of its own growth. Routing repetitive questions (card usage, balance inquiries, membership processes) to the call center lengthened wait times, deprioritized more critical support needs, and increased costs.

## Solution
MetropolCard partnered with CBOT to build the MetropolCard Assistant on OpenAI's GPT-4o. MetropolCard's own documents, content and information sources were processed with custom embedding models and integrated into a Retrieval-Augmented Generation (RAG) infrastructure, so the assistant answers accurately using both natural language understanding and MetropolCard's institution-specific knowledge, and directs users to Live Chat whenever needed.

## Results
By moving traditional call center processes to a digital platform, MetropolCard advanced both customer satisfaction and operational efficiency: reducing its carbon footprint through digital transformation, raising customer satisfaction with fast and accurate answers, and freeing call center agents to focus on more complex, valuable issues. The collaboration set a sustainable, scalable, technology-driven standard for user experience, with a goal of 1 million conversations per year.