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~ Oct8ne ~

IATI

INCREASES ITS WINNER

POWERED
BY
CONVERSION RATE

BY 30% WITH OCT8NE

Text: Ilaria Carboni // Photos: Cross-Border Magazine

journey towards new technologies on where they’re traveling, the type of trip they’re taking,
IATI, a leading company in the travel insurance and their needs, so we can recommend the best product for
A sector, was founded as an insurance brokerage them”. This is made possible by the integration of Oct8ne
in 1885, expanding over time and embracing digital with ChatGPT, which allows the bot to respond as if it were
transformation in recent years. Today, it offers 100% online a human agent, recommending the best insurance depending
services without losing its essence. One quality that has on the destination and offering other complementary
always set IATI apart from its competitors is its excellent information.
customer service. Email and phone calls were their main
communication channels, but in 2017, IATI decided to IATI Help + traditional customer service channels
implement Oct8ne’s live chat, changing the way its customers Today, when you visit IATI’s website, the first communication
made inquiries. Shortly after, recognizing the possibilities channel is the chatbot, which handles over 400 chats daily
offered by new technologies, they configured a chatbot to and, thanks to artificial intelligence, offers almost the same
provide 24/7 instant support, and finally, they integrated level of service a human agent would provide. However, while
AI to further humanize responses and ultra-personalize the bot can successfully handle most inquiries, the company
communications. always likes to offer the option of speaking with a human
agent, as many customers still prefer this.
Setting up IATI Help, the Bot Sandra explains: “We always offer a second option, which
When discussing the bot configuration process, as most in this case would be either a phone call or email. There is
companies do, they first identified the most frequent queries always a percentage of customers, though small, who want
to automate them and provide quick responses without to be served by a person. Today, we handle a high volume of
human intervention. For the AI integration, the process can chats, and the percentage that reaches our customer service
be divided into two phases. In the first phase, they created department is very low—around 5%, more or less.”
and configured the general prompt, where all the information
the bot needed to respond was introduced. The key focus Furthermore, since implementing the Oct8ne chatbot, the
was ensuring that the bot specialized in travel insurance, volume of inquiries received through other channels has
providing generic information as needed but primarily significantly decreased. “Initially, we had a live chat because
focusing on their products and answering frequent customer we were able to have people responding to our customers,
inquiries. The second phase involves continuous improvement but with the current volume of inquiries and clients, it’s
of the prompt since the bot needs to keep learning and impossible for us to handle that manually.”
improving over time.
Customer reaction
The main reason for contacting IATI’s Bot The fact that only 5% of help requests are transferred to
Sandra Villar, Customer Service Specialist at IATI, explains human agents reveals that customer satisfaction when
that “customers are looking for personalized service based interacting with the chatbot is positive, as the remaining

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