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~ Oct8ne ~

FARMA2GO

MULTIPLIES THE CAPACITY

OF ITS CUSTOMER

SERVICE WITH OCT8NE’S

CHATBOT WITH

INTEGRATED AI

Text: Ilaria Carboni // Photos: Oct8ne

ultiple messages through different purchasing processes or any other topic related to Farma2Go.
channels and late responses
MThe online pharmacy implemented Oct8ne’s chat In addition, being able to identify products through the visual
to improve customer interaction and optimize resources. support of the chat has facilitated and increased sales on the
website.
They were used to receiving many help requests, which,
having a small team, were impossible to manage immediately, Currently in ecommerce there are two forms of contact: the
therefore, those customers that were not getting immediate chatbot with integrated AI and WhatsApp, but Jorge explains
response, contacted the brand repeatedly, through different that “WhatsApp is configured to give the customer access to
channels, duplicating the queries to be answered. This lack of the chatbot, because it is much easier when a query comes in
immediacy also caused a lot of dissatisfaction among customers. through that workflow.” To summarize, he adds, “The chatbot
handles 90% of queries versus 10% that handles WhatsApp.”
What comes next is summarized by Jorge Pelaez, Founder
and CEO of Farma2Go: “Our goal was to design a chatbot so Farma2Go multiplies the capacity of its customer
good and so reliable that you couldn’t tell if it was a person or a service with Oct8ne’s chatbot powered by AI
chatbot”. The online pharmacy decided to implement Oct8ne’s chat to
improve customer interaction and optimize its resources.
Oct8ne’s chatbot with AI provides instant and visual
responses. The Farma2Go bot was designed to respond just as a
”We understood that being able to establish a fluid conversation pharmacist would in a physical store. For this purpose,
with a chatbot gave a point of warmth and knowledge to the a specialized team has carefully developed the product
customer that we didn’t have before through WhatsApp,” descriptions.
says Jorge, bearing in mind that after the integration of
AI, potential customers began to receive such personalized In this way, the chatbot answers both frequently asked
attention that it can be equated with that of a human. questions and queries about products and other topics. If
customers still have questions, they are referred to a human
Just open the chat and select one of the two main options: “I agent.
want to find a product” or “I need help with a product”. Then,
a fluent conversation will start with the artificial intelligence,
in charge of providing detailed information about products,

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