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~ Oct8ne ~

they can make modifications to the chatbot’s structure without contributes to future conversions because the chatbot has
requiring technical expertise or external support. resolved their product-related doubts, making conversion more
likely.
What
Information “AN EXISTING CUSTOMER HAS MANY EVO Banco in
Was Considered Numbers
for Chatbot COMMUNICATION CHANNELS, BUT DURING THE Over a three-month
Configuration? SIGN-UP PROCESS, BEING A CRITICAL PROCESS, period, EVO Banco
EVO Banco received 5,407 help
WE ARE PLAYING WITH THE CONVERSION AND
primarily considered requests, of which
WE BELIEVE THAT THIS TYPE OF FLOW IS WHERE
two initial lines: 99% were handled
the product and by the chatbot.
WE CAN BEST TAKE ADVANTAGE OF THIS TYPE OF
problem-solving for This confirms EVO
SOLUTION.”
account opening. Banco’s objective
They established of providing
that initial questions ASIER DE LA TORRE - EVO BANCO autonomous
would be related to responses to
the product itself potential new
(intelligent account): its features, withdrawal options, ATMs, customers, as only a small percentage was directed to human
etc. As the user progresses, the dialogue tree shifts towards agents. Additionally, 100% of the sessions were initiated
solving operational and technical issues at each step of the without a trigger, meaning users proactively sought help
process. To create the content tree, they relied entirely on the through the chat. ••
historical data they had regarding customer inquiries.

User Feedback on Oct8ne Bot Interaction
“It’s good, and in the event that someone says it wasn’t
helpful, we redirect them to a human agent,” confirms
Asier. He explains, “There is a high percentage of those who
interact with the chatbot to resolve product-related doubts
who, after completing the dialogue tree, say it was effective.
Approximately 75% of chatbot openings for product-related
questions report understanding and finding it helpful.” This

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