# Getir | Support Assistant

- Sector: retail
- Voice agent: no
- Source: https://www.cbot.ai/case-study/client-story-getir-getirsupport-2/

Getir Support is an AI-based virtual assistant built and trained on CBOT Platform. Available inside the Getir app across four services, it recognises the already-authorised customer and completes personalised order and account tasks end to end, handing over to a human agent through Kustomer whenever needed.

## Key numbers
- 78% — of queries resolved with no human involvement
- 7.5x — faster issue resolution

## Challenge
Getir's promise of fast delivery means support has to be just as instant. Customers should get help without waiting in queues, searching through menus or dialling a call centre, and many of their requests are personalised, requiring the customer to be recognised before the issue can be solved.

## Solution
Getir partnered with CBOT to deploy an AI-based customer support system with a human in the loop. Getir Support was built and trained on CBOT Platform, integrated into Getir's backend and set up as an agent inside Kustomer so it can complete personalised tasks and escalate to the right team when needed.

## Results
Getir Support handles queries in partnership with human agents and creates significant efficiency: 78% of customer queries are resolved with no human involvement, and issue-resolution time fell 7.5 times after the human + AI model went live.