Retail & E-Commerce
Koton runs WhatsApp customer support with AI and a human team: 7.5M+ messages and counting
Koton answers its customers on WhatsApp with AI and rule-based assistants that look up real data and hand over to agents when a person is needed. More than 7.5 million messages have run through MonoChat since December 2024.
- messages
- 7.5M+ messages
- customer conversations
- 150K+ customer conversations
- AI assistant actions
- 300K+ AI assistant actions
- messages in the last 30 days
- 420K+ messages in the last 30 days
Who is Koton?
Founded in Istanbul in 1988, Koton is one of Türkiye’s best-known fashion brands. It operates 464 stores in 35 countries, ships online to 70 countries and counts more than 9 million members in its Koton Club loyalty programme.
Goals
- Answer a very large volume of shopper questions on WhatsApp
- Let customers solve common requests on their own
- Bring agents in only when a person is needed
The challenge
A brand with hundreds of stores and an international online shop receives a constant stream of questions about orders, returns, stores and products. Answering every one of them by hand on WhatsApp would need an ever-growing team, and customers expect a reply within minutes.
How Koton uses MonoChat
AI and rule-based assistants on the front line
Customers start on WhatsApp with assistants that combine guided menus and AI answers. The AI calls Koton’s own systems through API tools, so it answers with real information instead of generic text.
Smooth handover to agents
When a question needs a person, the conversation moves to an agent in the MonoChat inbox with the full history, so the customer never has to repeat themselves.
Reporting and polls
The team follows volumes and outcomes in MonoChat reports and collects quick customer feedback with WhatsApp polls.
Results
Since December 2024 Koton has handled more than 150,000 customer conversations and over 7.5 million messages on MonoChat. Its AI assistant has run more than 300,000 actions against Koton’s systems, and the channel still carries more than 400,000 messages a month.
Figures come from MonoChat platform data, rounded down, as of October 2026. A conversation is one customer’s thread on one channel.