CBOT, Turkey’s leading artificial intelligence firm in end-to-end customer service automation, won 13 major awards in its field by reaching global success lists last year for the technology it developed and the virtual assistant projects it developed. signed. CBOT supports the artificial intelligence-based customer service transformation of major banks, insurance companies, e-commerce giants, ministries and holding companies in Turkey and focuses more on foreign markets to increase technology exports this year, in addition to the projects it carries out in our country. country. Mete Aktaş, CEO of CBOT, said: “We are developing high-level technology in a global competition with the competences of Turkish engineers. In this direction, we are the choice of the leading institutions in the Turkish market. We’ve done projects before that made noise in the global arena. As we multiply our growth in Turkey in 2022, we aim to grow more abroad by signing new success stories with the strong business partnerships we have established in the EMEA regions and by signing 1 billion conversations with our virtual assistants .

CBOT, Turkey’s leading artificial intelligence company in end-to-end customer service automation, continues to implement key projects both in the public and private sectors in Turkey and abroad. The company, which creates value with its artificial intelligence-based assistants in many areas from retail to automotive, from banking to public, continued to grow last year, winning 13 major awards for the technology it developed, its product CBOT Platform, an end-to-end customer service automation platform and the successful projects it has signed on to. By strengthening its market leadership in Turkey by adding many valuable companies and institutions to its business partners by 2021, the company aims to further increase its growth momentum by collaborating with many successful companies in the world with the projects it has in different languages. has developed in 2022.

Conversational AI market will reach $32.6 billion by 2030

According to Gartner data, the number of companies working on virtual assistants, which was 1,500 before the pandemic in the two years impacted by the pandemic, is more than 2,500 as of 2022. Looking at Gartner data, it is predicted that more will be by 2023. than 60 percent of customer service will be delivered through digital and self-service channels. The size of the AI ​​conversation market, which was $6.8 billion globally in 2021, is projected to reach $18.4 billion by 2026 and $32.6 billion by 2030. Gartner data also shows that only 5 percent of companies working on virtual assistants in the world can successfully implement enterprise-level projects. In that regard, CBOT, which ranks high in the global success lists, received 700 million messages in 2021 with a growth of almost 100% over the previous year, especially for the institutions it serves. The innovative company focuses on Europe and the Middle East and aims to grow in the foreign market by 2022 with its virtual assistants working in many different languages.

CBOT’s virtual assistants can speak multiple languages ​​at once

CBOT continues to expand its language scale in cooperation with Getir, which operates in 81 provinces of Turkey and 8 countries, and other business partners abroad. CBOT, which started offering services in many European languages ​​in 2021, added Russian, Serbian and Albanian. Last year, thanks to the successful multilingual virtual assistant solution for an international assistance company operating in Turkey, the Middle East and the CIS region, customers benefit from CBOT solutions in English and Russian for PCR testing and health insurance reporting processes. With the virtual assistant it created for an electricity distribution company operating in Eastern Europe, CBOT also supports customer service in English, Serbian and Albanian.

Reduced troubleshooting times by 7.5 times, lower call handling costs by 5 times

With ongoing digitization as the pandemic continues, CBOT welcomed a record 700 million messages in 2021. Say they want to increase this figure to 1 billion in the new year, Mete Aktaş, CEO of CBOT, He describes the situation as follows; “The most demand for virtual assistants is in the public, retail and banking sectors. While we are seeing an increase in the demand for virtual assistants to support employees in the IT and HR fields, especially on the part of large institutions, with the remote working that has entered our lives with the pandemic, a very large part of our projects focused on the automation of customer service in both written and voice channels. Looking at all the projects, I’d like to share some of the reasons why CBOT is preferred, with real data. Thanks to the solutions our company provided, up to 80 percent of customer queries were resolved without forwarding them to live support. “We’ve cut troubleshooting time by 7.5 times, wait times to connect to live support from 200 seconds or more to 15 seconds, and cut call handling costs by an average of 5 times.”

We will continue to grow with global collaborations and R&D

Recalling that they became WhatsApp’s Business Solution Provider (BSP) in Turkey and worldwide with the signed agreement, Aktaş said: “With the perspective and vision it has brought forward, CBOT continues to partner with companies that develop technology in leading the world.As the leading Business Solution Provider (BSP) of WhatsApp in Turkey and worldwide, providing customer service and sales to more than 2 billion users, while numerous companies perform their account activations with CBOT.After activation, customers can manage all their messages with CBOT’s live support screens.If they want, they can provide 24/7 service via WhatsApp by activating turnkey sales and support virtual assistants integrated with their own systems such as CRM and e-commerce.This shortens long wait times for users and enables companies to better manage their costs and improve customer service At the moment, our growth target is quite high, both in large institutions and in small and medium-sized enterprises.”

CBOT is now an end-to-end customer service automation platform

Declaring that an integrated structure can now be built with the Artificial Intelligence Speech and Text modules in the CBOT platform, briefcase, He states that this integrated automation system will play a more efficient and effective role in institutions, he continues his explanation as follows: “Virtual assistants integrated in the written channels of the institutions and voice assistants integrated in the IVR systems both facilitate work on the user side and lower business costs with call automation. With this perspective, thanks to our significant R&D investments, CBOT has now become an end-to-end customer service automation platform. We continue to add new features and technology competencies to this integrated structure of CBOT. We can also automate all calls, including written channels and voice response systems (IVR) in call centers. A customer who tries to reach the call center through any channel is greeted with CBOT’s artificial intelligence technology. Then, just like talking or texting to a living person, artificial intelligence can automatically answer and end calls. In this way, human + artificial intelligence solutions are positioned in the customer service activities of the institutions, making the said service more efficient and effective.”

Reinforces its technology and success with awards

The artificial intelligence company, which has developed many successful companies, closed last year with 13 global and national awards. Fast Company Most Innovative Companies, Fast Company Women Founders 100, Best of Future Digital Innovation Award hosted by IDC, Fast Company Digital 100, Silver Stevie in Software Companies – Company of the Year category, Startup of the Year in Globee CEO World Awards, Startup of the Year in Benzinga Fintech Awards The finalist for “Best Product” won valuable awards such as “Best Technology” in the “Big Idea Award” category and “Digital Customer Experience” in the same category at the 4th CX Turkey Awards. Looking at the award-winning projects; In the early months of the pandemic, the EBA Assistant project, which was carried out with the Ministry of National Education, attracted attention. This major project brought the company the “Best Artificial Intelligence Product Developed for the Government” from UK-based CogX and the “Best Artificial Intelligence-Based Solution for Education” awards at the AI ​​Breakthrough Awards presented by global research firm Tech Breakthrough .

In addition to the awards, CBOT, which in 2019 was one of the top 20 Google RCS (Enriched Message Service) partners in the world, was named by Gartner as one of the 16 leading virtual assistant companies in the world in 2020 and became a WhatsApp Business Solution Provider in 2021.

Source: (BHA) – Beyaz News Agency