Page 51 - CBM29

~ Oct8ne ~

60% of customers who talk to the chatbot don’t need human Evolution and personality of Stiky
interaction, and I’m sure these percentages will continue to Stiky, which already existed as a previous bot, was designed
improve. But it has to be said that currently, it answers 60% with a friendly tone and emoticons to provide a closer
because we’ve decided that in specific cases, it should refer experience. The name “Stiky” naturally fit with the Stikets
the query to the agent, so it really resolves more than 60%. I brand.
don’t have the exact data, but it could be 70/80% of queries,”
confirms Alessio. Impact on customer experience
The implementation of Stiky did not replace human resources
Automation and transfer to agents but allowed Stikets to reallocate those resources to more
Stikets’ chatbot has achieved an impressive automation degree strategic tasks. Now, agents can dedicate more time to complex
of 70-75%. This means that the vast majority of conversations cases, customer loyalty, and other activities that require human
are autonomously managed by the robot, without the need for intervention.
human intervention. The agent transfer strategy is implemented
intelligently, allowing the chatbot to attempt to resolve queries Stikets has successfully transformed its customer service
before transferring them, improving efficiency and providing experience, providing quick and efficient responses through
faster responses to users. Stiky, its Oct8ne chatbot powered by open AI’s artificial
intelligence. The combination of technologies has improved
Main reasons for contacting Stiky customer satisfaction and freed up human resources for
Customers contact Stiky mainly for pre-sale and post- more strategic tasks. With a customer-centric and innovative
sale queries. Questions range from product doubts and approach, Stikets is leading the way toward more efficient and
customization to inquiries about order status. “In the summer, personalized customer service in the online world. ••
we send more than 8,000 orders every day. In those 8,000
daily orders, there are surely customers who contact you with
questions about delivery, which are simple questions that the
bot can manage without any problem, offering an immediate
response. The bot provides a link where they can see the
tracking and solves the doubts.”

51