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~ Oct8ne ~

The effectiveness of the chatbot to a human agent for more personalized assistance. Juanita Jo
The chatbot is another significant change that Juanita Jo highlights the difference in tone between the chatbot and live
implemented with Oct8ne since they did not have an active one chat interactions. They believe it is crucial for the customer to
on their e-commerce understand from the
“NOWADAYS, IF A PROVIDER DOESN’T HAVE
platform before. first second whether
The main goal they are talking to
CUSTOMER SUPPORT, WE DON’T CHOOSE THEM”
of their bot is to a robot or a person.
quickly respond to “The person speaks
NOEMÍ LEBERSZTEIN - JUANITA JO
all the questions like a person. Agents
potential customers are trained not to
have, leaving more complex queries to human agents. In other speak like the bot. They make gestures, talk, ask, listen,” says
words, it acts as a filter. How did they build it? Essentially, they Noemi.
obtained the entire history of customer questions from different
communication channels and, considering the frequently asked Juanita Jo + Oct8ne in numbers
questions, easily configured them using Oct8ne’s Drag & Drop In a three-month period, Juanita Jo received 21,584 help
module system. requests, of which 21,559—representing 99% of the total—
were attended by the bot, acting as a filter. Only 2,041 requests
Another benefit of the bot, according to Noemi, is the ability were transferred to human agents, who provided personalised
to adapt it to different events. For Hotsale, an important attention to potential customers. 71.3% of the received queries
e-commerce event in Argentina, they adapted all their were initiated thanks to a trigger that activates when customers
frequently asked questions in just one hour, providing start browsing the e-commerce platform. The rest of the
immediate answers to a large number of people who were conversations were started manually by potential customers. ••
connected and had doubts about payment methods, delivery
times, etc. “Additionally, the chatbot reduces people’s anxiety
because it provides immediate answers. People can self-manage
their doubts and solve them quickly. It also reduces the number
of people who need to be connected with an agent, optimising
resources,” adds Noemi.

Human attention vs automated attention
Like with other clients, the synergy between both modalities
works very well for Juanita Jo. On one hand, customers are
satisfied with the attention provided by the chatbot, which can
instantly answer their questions. If the customer prefers to talk
to an agent, the conversation can be immediately transferred

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