How Farmacia Guacci boosted Customer Care and online conversions with Oct8ne’s AI Agent

Project summary

• Company: Farmacia Guacci (e-commerce excellence in the pharmaceutical and health sector).
• Problem: Overload of the pharmaceutical e-commerce customer care in managing frequently asked questions (order status, tracking, shipping times, couriers used, etc.).
• Solution: Implementation and advanced training of Oct8ne’s AI Agent, natively integrated with the product catalog and the company CRM.
• Main results:
  • 99.77% of overall requests managed in total autonomy by the AI Agent;
  • 20.74% conversion rate for users who actively interact with the chat;
  • Immediacy in responses, multichannel support, and active 24/7 assistance.

The challenge: freeing up the human agents team’s time

Before starting the digital transformation process with the introduction of Oct8ne’s AI Agent, Farmacia Guacci was facing an operational bottleneck typical of rapidly expanding e-commerce businesses. The customer support team was daily overwhelmed by multiple frequently asked questions. This scenario not only weighed down management costs but also prevented human specialists from doing what pharmacy customers want most: receiving in-depth and personalized health advice.

As Eliana Capasso, E-commerce Manager of Farmacia Guacci, explains in detail:

“Before the introduction of Oct8ne, we found ourselves facing a challenge that I believe most digital businesses share. Customer care was dedicating more and more time to managing frequently asked questions, such as ‘where is my order?’, ‘what are the shipping times?’, ‘which couriers do you entrust shipments to?’. These were all absolutely legitimate questions, but we realized that with the growth of our e-commerce, they were beginning to require too much energy and time, especially considering that our strategy aimed at different aspects.”

In fact, the strategic focus of the company was not the simple “clearance of tickets”, but the creation of a relationship of trust. Capasso underlines a fundamental point that defines the philosophy of the project:

“In reality, we weren’t really looking for a chatbot, but rather a way to allow our customer service to dedicate themselves to inquiries—meaning listening to the customer and accompanying them during the purchasing process. And with Oct8ne, this seemed possible to us, and then it turned out to be so.”

The goal was not to automate to push customers away, but to automate to get closer to them at times when the human factor makes a real difference.

The solution: An AI Agent with an integrated catalog and predictive profiling

The technical implementation of Oct8ne’s AI Agent on Farmacia Guacci went far beyond the installation of a traditional chat. The cornerstone was the integration with the product catalog and the e-commerce CRM. This allows the artificial intelligence not only to answer service questions but to act as a real virtual sales assistant.

The AI Agent is able to track the user’s behavior on the site in real time, analyzing the products viewed, the reference category, and even advanced commercial indicators such as the propensity to spend.

“What I believe helped us optimize the purchasing process is being able to understand exactly how the user is moving within the site,” explains Eliana Capasso. “Thanks to the interaction with the AI agent, we basically manage to understand which products the customer is viewing, which categories they have consulted, or simply outline a basic customer profile. This also helps you understand, effectively, if they can be a high-spending customer, or what categories of products they are viewing for their needs.”

Furthermore, this architecture allows the human team to take over the chat in that 1% of complex cases with an extraordinary competitive advantage:

“This clearly helps us to offer a personalized, faster, and certainly more satisfying consultation. So it’s a bit like joining a conversation that has already started, knowing exactly what was said before.”

The commercial value of Triggers and the ethical management of the Pharma sector

Another key element of the solution is the strategic use of automatic triggers and promotional flows. Farmacia Guacci exploits Oct8ne’s algorithm to actively support business and marketing decisions:

“We also exploit it when we want to highlight products because they are in focus for company decisions or simply because they are in advertisements. In that case, the AI agent helps us propose them. We also use triggers to propose them, and indeed those help us understand which aspects need to be improved.”

However, operating in the delicate pharmaceutical sector, the accuracy of the AI Agent’s training was an absolute priority to avoid regulatory issues or incorrect medical answers. Eliana Capasso personally managed this highly delicate training phase:

“I took care of the implementation myself. It was very fast; the training phase is the one that requires extremely important work and for which I requested support from Oct8ne. The AI agent must be trained, so variants must be created, and the way it responds must be planned, especially considering that we are a pharmacy. In some cases, there are people who ask for information on drugs that cannot be sold online. In that case, which may seem trivial but is fundamental for us, we had to instruct the AI agent to advise contacting a doctor or in any case a professional.”

The results: extraordinary efficiency and boom in conversions

Analytical data collected in the first months of 2026 confirms that the balancing strategy between intelligent automation and human advice has generated an exceptional return on investment, both in terms of customer satisfaction and direct sales.

The data extracted from Oct8ne’s control panel speaks clearly: between April 1st and July 1st, out of a total of 8,364 overall conversations, human intervention was necessary in only 19 cases, where the AI Agent transferred the conversation to a human agent, leaving the AI Agent to optimally manage all the rest.

Success in numbers:

• 99% Automation: The AI Agent absorbs almost the entirety of the repetitive workload.
• 20.74% Conversion Rate: Providing instant answers in moments of hesitation (for example, in the step prior to obtaining free shipping) unlocked sales at the bottom of the funnel.

“We record a conversion rate of 20.74% for people who interacted with the chatbot. Therefore, a result that definitely supports sales.”

• Total 24-Hour Coverage: The time factor is decisive in digital retail.

“Today, a customer who interacts with the chatbot can receive an immediate response. A response that can arrive 24/7, therefore also outside of working hours, is certainly the most important aspect of our partnership with Oct8ne.”

Redefining customer care: from robot to strategic resource

The true victory of Farmacia Guacci lies in having understood that Artificial Intelligence must not be a wall to replace humans, but a lever to empower them. As Eliana Capasso effectively summarizes:

“At the moment, the AI agent manages repetitive requests with minimal added value, while our team can focus on conversations that require listening, expertise, and advice. Therefore, combining technology with attention to the person allows us to offer a different experience and thus meet the needs of those who choose an online pharmacy as a partner for their health.”

The efficiency of the tool is such that it has redefined the internal dynamics of the team and the employees’ very perception of technology, transforming it into an indispensable and highly reliable presence:

“Oct8ne has become the colleague who never goes on vacation, is always present, always available. How can you not have it on the team? It must absolutely be leveraged! There is a great deal of work behind it, but it is particularly satisfying to see the results.”

Summary and conclusions

In summary, the Farmacia Guacci-Oct8ne case study stands as a benchmark for the application of artificial intelligence in the pharmaceutical and health e-commerce sector. The project empirically demonstrates that large-scale automation, capable of autonomously resolving 99% of customer requests, does not penalize the quality of service, but on the contrary, elevates it.

By freeing human customer care from repetitive answers regarding tracking and shipments, the company was able to redistribute its internal resources toward professional advice and active listening. The deep integration of the AI Agent with the CRM and the product catalog removed friction during navigation, generating a conversion rate exceeding 20.74% among users who use the chat. Thanks to this technological synergy, Farmacia Guacci has consolidated its market positioning, offering personalized, secure, and accurate assistance 24 hours a day, 7 days a week.

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