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~ Oct8ne ~

STIKETS

IS TRANSFORMING THE

CUSTOMER EXPERIENCE

WITH STIKY, ITS OCT8NE

CHATBOT WITH

INTEGRATED AI

Text: Ilaria Carboni // Photos: Oct8ne

rigin of the idea Customer feedback
The idea to implement Oct8ne with Chat GPT on Customer feedback from interactions with Stiky has been
OStikets’ online store arose from the need to enhance very positive. A key success indicator is when customers end
the customer experience, especially in terms of response the conversation by thanking the bot, suggesting that the
time. By identifying key communication channels such as interaction was so natural that the customer didn’t perceive
WhatsApp, Instagram/Facebook Messenger, and the web they were talking to AI. “This kind of feedback indicates that
chatbot, they decided to implement a bot with integrated Stikets and Oct8ne have succeeded in providing a satisfactory
artificial intelligence (AI) to provide quick and efficient and effective service.” - says Alessio.
responses to customer inquiries.
Query management before Bot implementation
Bot configuration process Before implementing the bot, Stikets managed over 100,000
The configuration of the Oct8ne bot is done through a annual contacts, mainly through human channels. However,
straightforward process, and in this particular case, it was with the introduction of AI, they have efficiently filtered
very simple. Alessio Scotto, Customer Experience Manager queries, allowing agents to focus on more strategic and value-
at Stikets, explains that with the help of the Oct8ne team, the added tasks.
implementation was almost a plug-and-play: “They collected
existing information from our old chatbot and our website’s Resolution of queries through Oct8ne’s AI chatbot
help center, and then took care of designing the bot,” adding, The Stikets chatbot, developed with Oct8ne, resolves over 60%
“the key was to adjust the prompt so that the AI could provide of customer queries. This robot is designed to address pre-
quick responses without compromising quality.” sale and post-sale questions, focusing on providing detailed
answers about products and processes. From return policies to
To understand what we mean by configuring an AI chatbot, we shipping costs, the chatbot is configured to address all phases
interviewed Federico Evrard, Oct8ne’s Commercial Director, of the purchasing process, ensuring a comprehensive customer
who clarified: “Basically, it’s telling it how it should act, how experience.
it should attend, what tone of communication it should use,
whether it should use emoticons or not, what are the tasks that “We know that the chatbot we’ve set up with Oct8ne, as of
require the intervention of an agent.” today, resolves more than 60% of queries. This means that

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