Turkey’s leading artificial intelligence company in end-to-end customer service automation, CBOT won 13 important awards in its field by entering the global success lists last year with the technology it developed and the virtual assistant projects it signed.
Supporting the artificial intelligence-based customer service transformation of big banks, insurance companies, e-commerce giants, ministries and holdings in Turkey, CBOT is focusing more on foreign markets to increase technology exports this year, in addition to the projects it carries out in our country. Here are the details…
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CBOT won 13 important awards with its successful projects
Mete Aktaş, CEO of CBOT, said, “We are developing high-level technology in global competition with the competencies of Turkish engineers. In this direction, we are the choice of the leading institutions in the Turkish market. We have carried out projects that made a sound in the global arena before. While we are multiplying 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 to sign 1 billion conversations with our virtual assistants.
Turkey’s leading artificial intelligence company in end-to-end customer service automation, CBOT continues to undertake important 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, while it won 13 important awards with the technology it developed, its product CBOT Platform, an end-to-end customer service automation platform, and the successful projects it signed.
Reinforcing 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 working with many successful companies in the global field with the projects it has developed in different languages in 2022. The conversational artificial intelligence market will reach $32.6 billion in 2030. According to Gartner data, the number of companies working on virtual assistants, which was 1500 before the pandemic in the past two years under the influence of the pandemic, has exceeded 2500 as of 2022.
Looking at Gartner data, it is predicted that more than 60 percent of customer services will be provided through digital and self-service channels by 2023. The conversational AI market size, which was $6.8 billion worldwide in 2021, is expected 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 this respect, CBOT, which has an important place in the global success lists, received 700 million messages in 2021 with an almost 100% growth compared to the previous year, especially for the institutions it serves. Targeting Europe and the Middle East, the innovative company aims to grow in the foreign market in 2022 with its virtual assistants serving in many different languages.
CBOT’s virtual assistants can speak more than one language at the same time CBOT continues to expand its language range with its collaboration with Getir, which provides services in 81 provinces of Turkey and 8 countries, and other business partners abroad. CBOT, which started to offer services in many European languages in 2021, added Russian, Serbian and Albanian to these languages. Last year, thanks to its 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 services in English, Serbian and Albanian. It reduced problem resolution times by 7.5 times, reduced call handling costs by 5 times. With the ongoing digitalization as the pandemic continued, in 2021, CBOT handled a record 700 million messages. Saying that they want to increase this figure to 1 billion in the new year, CBOT CEO Mete Aktaş explains the situation in the market as follows; “The public, retail and banking sectors are most in demand for virtual assistants.
Although we observe an increase in demand for virtual assistants that support employees in IT and HR areas, especially on the side of large institutions, with the remote working that has entered our lives with the pandemic, a very large part of our projects aim at the automation of customer services in both written and voice channels. Looking at all projects, I would like to share some of the reasons why CBOT is preferred, with real data. Thanks to the solutions offered by our company, up to 80 percent of customer queries were resolved without transferring them to live support. “We’ve reduced problem resolution times by 7.5 times, reduced waiting times to connect to live support of 200 seconds or more to 15 seconds, and reduced call handling costs by 5 times on average.”
We will continue to grow with global collaborations and R&D Reminding that WhatsApp has become a Business Solution Provider (BSP) in Turkey and globally with the agreement signed, Aktaş said, “With the perspective and vision it puts forward, CBOT also cooperates with companies that lead technology in the world. continues to establish. Being the leading Business Solution Provider (BSP) of WhatsApp in Turkey and globally, customer service and sales are provided for 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 service via WhatsApp 24/7 by activating ready-to-use sales and support virtual assistants integrated with their own systems such as CRM and e-commerce. This shortens long waiting times for users, and enables businesses to better manage their costs and improve customer service. In this field, our growth target is quite high in both large institutions and small and medium-sized enterprises.”
CBOT has now become an end-to-end customer service automation platform Stating that an integrated structure can now be built with the voice and text artificial intelligence modules in the CBOT Platform, Aktaş states that this integrated automation system will play a more efficient and effective role in institutions and continues his explanation as follows: virtual assistants integrated into channels and voice assistants integrated into IVR systems both make things easier for the user and reduce the company’s 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 technological 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 trying to reach the call center through any channel is greeted with CBOT’s artificial intelligence technology. Then, similar to the experience when talking or texting with a live person, artificial intelligence can automatically answer and end calls. Thus, human + artificial intelligence solutions are positioned in the customer service operations of the institutions, making the said service more efficient and effective”.
Reinforced its technology and success with awards Artificial intelligence company, which has developed many successful businesses, 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 organized 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 “Best Product” finalist 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 first months of the pandemic, the EBA Assistant project, which was carried out with the Ministry of National Education, drew attention. This important project brought the company the “Best Artificial Intelligence Product Developed for the Government” by UK-based CogX and the “Best Artificial Intelligence-Based Solution for Education” awards at the AI Breakthrough Awards, given by the global research company Tech Breakthrough. In addition to its awards, CBOT, which was one of Google’s top 20 RCS (Enriched Message Service) partners in the world in 2019, was named among the 16 leading virtual assistant companies in the world by Gartner in 2020 and became a WhatsApp Business Solution Provider in 2021.