How La Rebaja transformed its conversational channel into a sales engine with Oct8ne’s AI Agent

Project Overview

• Client: La Rebaja (Pharma Retail, Colombia)
• Tool: Oct8ne AI Agent
• Challenge: Scale digital customer support and reduce operational costs across a network of over 800 physical locations, transforming a purely informative and reactive channel into a true 24/7 sales engine.
• Key Results:
  • 78.7% Automation Rate: Numerous conversations resolved autonomously without human intervention.
  • 11.45% Conversion Rate: The AI Agent tripled web conversion rates and revitalized a channel that previously stood at just 0.3%.
  • 20x ROAS: Direct Return on Investment.
  • 50% Operational Cost Reduction: Elimination of repetitive tasks, freeing the human team to focus on higher-value strategic initiatives.
  • Outperformed the #1 Brick-and-Mortar Store: In just its third month, the conversational channel generated more revenue than La Rebaja’s top physical store.
  • 4.2/5 Customer satisfaction rating: 24/7 availability delivering instant responses with zero wait times.

The Challenge: Turning Repetitive Inquiries into Real Sales Opportunities

La Rebaja -one of Colombia’s leading pharmacy chains, with over 800 physical locations and more than 25,000 daily deliveries- was facing explosive growth in digital interactions. However, the vast majority of volume consisted of reactive inquiries regarding product availability, order status, and store locations.

Supported by a 25-person team dedicated solely to answering FAQs during business hours, the conversational channel informed customers but failed to close sales (recording a prior conversion rate of just 0.3%). The primary challenge was not simply automating replies, but embedding technology into the core of the business so that every interaction could result in a completed sale-all while adhering to strict pharmaceutical regulations.

The Solution: A 360° AI Agent with Multi-Agent Architecture

Working Bits deployed Oct8ne’s AI Agent across WhatsApp, Web, Instagram, and Facebook. The project’s key differentiator lay in its multi-agent architecture, where an orchestrator agent analyzes user intent and delegates responses to specialized sub-agents:

• Specialized Catalog & Checkout Agents: Directly connected via VTEX APIs to check stock, manage carts in memory, and seamlessly guide users to the payment gateway.
• Real-Time Physical Inventory Integration: Cross-references user location with stock levels across 800+ pharmacies to geolocate products and expedite immediate orders.
• Order Tracking & After-Sales Specialist: Provides real-time shipping status updates with zero wait times.

The strategy was built on four key pillars:

1. Full E-Commerce Integration
   To prevent drop-offs during the purchase journey, the AI was connected directly to internal company systems. This enables users to browse, select, and buy products without ever leaving the chat or navigating away to the website.
2. Clear Ethical & Regulatory Guardrails
   Operating in the pharma sector required unbreakable boundaries. While the AI can search for products, build carts, and recommend approved alternatives, it is strictly forbidden from diagnosing symptoms or prescribing prescription drugs. Knowing when to escalate to a qualified professional was crucial to maintaining a safe environment.
3. Cost Efficiency & Hybrid Models
   To ensure the solution remained economically sustainable at scale, lighter language models were used for standard inquiries, while high-capacity models were reserved for complex scenarios—reducing token consumption without compromising technical accuracy.
4. Progressive Commercial Scalability
   From month one, the AI Agent handled a workload equivalent to 5 full-time sales reps, allowing the human team to be reassigned to high-value post-sales tasks, critical cases, or specialized support.

The Results: Direct impact on business growth and user experience

Deploying Oct8ne’s AI Agent transformed an operational expense area into one of the company’s most profitable sales channels:

• Immediate Sales Impact: In month one, the AI autonomously handled over 70,000 inquiries. By month three, sales generated within the chat surpassed the revenue of the group’s highest-performing physical store.
• Record Conversion Rate: Conversion rates jumped from 0.3% to 11.45%, tripling the historical average of the online store.
• Organic User Growth: Daily sessions grew by 63%, driven by strong word-of-mouth recommendations thanks to fast response times.
• Financial Efficiency: A 20x ROAS paired with a 50% reduction in operating costs.

A new role for the customer support team

The AI implementation did not replace the team; instead, it elevated their operational scope. By relieving human agents of repetitive questions like “Where is my order?” or “Is this item in stock?”, the 25-person team evolved into supervisory roles, handling complex customer claims (PQR) and providing specialized assistance.

Oct8ne’s competitive edge: Business-First Technology

The decisive factor for La Rebaja was not installing a generic chatbot, but leveraging Oct8ne’s AI Agent technology -alongside Working Bits- to adapt seamlessly to the complexities of the pharmaceutical sector. The combination of a top-tier conversational experience and deep integration with existing systems proves that Oct8ne’s AI goes far beyond customer support: it is a scalable, autonomous sales driver.

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