# n11 | n11 Destek

- Sector: retail
- Voice agent: no
- Source: https://www.cbot.ai/case-study/n11-en/

n11, one of Turkey's leading marketplaces, launched its AI assistant "n11 Destek" with CBOT. Built and trained on CBOT Platform and integrated into n11's internal systems, the assistant greets customers before the live support team on the website and WhatsApp, answering questions about orders, payments and shipping in seconds. It handles 70% of customer queries.

## Key numbers
- 70% — of customer queries handled

## Challenge
As n11 grew, handling every customer query, request and complaint through live support agents alone, with no automation, became inefficient and pushed costs up. Rising customer volume and increasingly varied demands led n11 to look for a way to serve customers properly while improving efficiency.

## Solution
n11 partnered with CBOT to build "n11 Destek" on CBOT Platform, using its advanced NLP and machine learning technology. CBOT built and trained the assistant, integrated it into n11's internal systems, and deployed it on the website and WhatsApp, greeting customers before the live support team with the same quality of help.

## Results
Rolled out gradually with results measured at every phase, n11 Destek consistently beat targets, and in 2019 n11 opened it to 100% of customers. The assistant handles 70% of customer queries and works alongside live agents, who can focus on the cases where human judgement matters most.