Case Study: Getir achieves faster customer support and higher resolution rates with CBOT

Getir - Customer Case Study

The retail tech startup Getir, known for its rapid grocery delivery, needed to provide instant customer support without wait times or call centers to uphold its brand promise. Partnering with vendor CBOT, they sought to deploy a conversational AI-based support system that could handle complex, personalized queries beyond simple FAQs.

CBOT implemented an AI-powered virtual assistant, built on the CBOT Platform and integrated with the Kustomer chat system. This solution recognized customers to provide fully personalized experiences, handling a wide range of transactional requests and seamlessly handing over to a human agent when necessary. This Human+AI collaboration model, deployed across multiple countries and languages, resulted in a 7.5 times decrease in issue resolution time and resolved 78% of all customer queries without human intervention.

Getir