Case Study: Maxi helps İşbank answer 1 million COVID-19 questions with Clinc AI

Being Responsive in the Time of COVID-19

İşbank, Turkey’s largest private bank, needed to keep serving customers safely during the COVID-19 lockdowns as in-branch interactions became limited and customer demand surged. Using Clinc’s NLP and AI technology, the bank relied on its virtual assistant, Maxi, to provide a personal, conversational alternative for customer support in an isolated environment.

Clinc quickly helped İşbank add 4 new intents to Maxi in less than a week, covering topics like loan and credit card payment postponements and COVID-19 economic precautions. The result was more than 1 million COVID-19-related questions answered in one month by 234,000 unique users, a 70% increase in usage, and stable performance even under heavy traffic.

Maxi