Case Study: İşbank achieves faster, more accurate customer service with CBOT’s AI virtual assistant

Turkey’s largest private bank has chosen CBOT to pioneer in the conversational banking business

İşbank, Turkey's largest private bank, sought to pioneer conversational banking and provide its customers with instant, relevant solutions across all channels. To achieve this vision and lead in digital innovation, the bank partnered with vendor CBOT to develop an AI-based virtual assistant.

CBOT implemented its conversational AI technology to create "Maxi," a virtual assistant that handles a comprehensive range of retail banking queries via text and voice. Available on the bank's website, mobile app, and major messaging platforms, the solution achieved a 94% accuracy rate and processed transactions three times faster than the mobile app. This resulted in significant adoption, with Maxi serving 100,000 monthly users and handling 180,000 messages each month.

İşbank