Page 48 - CBM15

~ Oct8ne ~

productivity of any business. Especially for online sales, Oct8ne’s chatbot is totally integrated with the live chat to
considering that a chatbot can answer clients’ queries, automatically answer in one second, understanding natural
facilitating the agent’s work. language in different languages and transferring queries to
an agent when necessary.
However, in this chatbot boom, we must be aware of
what they can do for e-commerce and why we need Moreover, you can choose between two bot types for your
them: Installing a bot does not mean offering 24-hour e-commerce: an AI bot that simulates a real conversation
customer service and assuming that everything will work with the customer or a conversational bot that will guide
automatically. the customer toward the product he or she is looking for
through a flow of questions/answers.
In e-commerce, you need to personalize the shopping
experience and, although chatbots can Oct8ne can answer 35% of the questions asked in any online
simulate fluent conversations and use natural language, store thanks to its bot system. And so, the experience of a
serving a customer is not as easy as asking a question and doubtful client improves because, before needing an agent,
getting an answer. he or she has been attended to.

Oct8ne’s chatbot aims to be strong support for customer The bot makes users more satisfied, and most importantly,
service. Still, it doesn’t pretend to substitute humans: a agents spend an average of three more minutes on customers
chatbot must answer frequent questions, so agents can focus who really need human assistance, increasing sales
on offering personalized advice to potential customers and opportunities. ••
provide a great customer experience.

Through the bot, we can answer most FAQ’s. This way,
the bot is like a filter that detects those clients who need
personalized assistance. Therefore, customer service has
more time to guide a customer who’s having issues with
checkout, implement upselling and cross-selling techniques,
with the aim of increasing sales.

48