INTEX Iberia multiplies
its customer support capacity by 6 with Oct8ne
INTEX, a global leader in above-ground pools and inflatable products, faces strong seasonality, with summer demand peaking up to five or six times higher than in off-season months.
The challenge
Before implementing Oct8ne, INTEX handled customer inquiries exclusively through web forms and email. This approach made real-time response impossible, especially during peak season.
As Daniel García, a company representative, explained:
“Our activity in summer multiplies by five or six. To scale our model and maintain service quality, we needed automation”
The main challenge was twofold:
- Maintain excellent customer service levels even during demand spikes.
- Free the human team from repetitive tasks—such as answering FAQs—so they could focus on higher-value interactions and resolve critical issues faster.
The solution: An AI-Powered Chatbot
INTEX implemented Oct8ne’s solution in three phases:
- Live chat with human agents
- Basic chatbot with human handoff
- AI implementation with advanced prompts
It was in this third phase that AI truly provided a scalable, effective solution. According to Daniel García, AI allowed the team to handle a higher volume of contacts without compromising service quality, significantly reducing response times.
Impact and results
Unprecedented scalability:
- During the summer, the chatbot managed over 1,500 daily contacts
- INTEX achieved a 6x increase in handled interactions without proportionally increasing the team
- AI handled 100% of frequently asked questions
Strategic customer service
The human team could focus exclusively on:
- Complex issues
- High-value sales opportunities, such as premium pools
“Before, most of our effort went into post-sales support. Now, we focus on sales”
Customer satisfaction
- Metrics showed that AI performed on par with human agents.
- The bot provided 24/7 instant support, improving overall satisfaction:
“Many customers can’t tell wether they’re speaking to a human or AI. In many cases, they even prefer AI for its speed”
Optimization and personalization
INTEX uses Oct8ne’s Premium service, which allows full customization of the bot, including:
- Agent copilot functionality
- Weekly response review
- Continuous prompt tuning to improve customer experience
“The Copilot help us respond faster and continuously refine the prompts”
Key features valued
- Omnichannel Support: Web, WhatsApp, Facebook, Instagram
- Centralized Platform: All channels in a single interface
- Reports & Metrics: Track conversions, response times, and service quality
- Agent Copilot: AI-generated live response suggestions
Conversion and ROI
INTEX saw a notable increase in conversion rates among users interacting with the chatbot.
As Daniel said:
“It was incredible to see how many customers ended up purchasing after speaking with AI”
Post-analysis confirmed that investing in Oct8ne’s AI was not a cost but a profitable sales tool:
“When we compared the tool’s cost with the revenue it generated, the ROI was clear”
Future goals
INTEX aims to stay at the forefront of AI-driven customer service by:
- Evolving with new AI features
- Deepening analysis of unresolved cases and feedback to refine prompts
Exploring Oct8ne Campaigns for mass WhatsApp marketing and loyalty campaigns
“AI is advancing quickly. Our challenge is to keep up and continue innovating in customer service”
Conclusion
Daniel García highlighted:
“Oct8ne has been a winning solution for our business model. AI is now and essential part of our customer service”
After reading this success story, it’s natural to ask whether your support is truly meeting your eCommerce’s potential.
Request a demo with our team and discover how Oct8ne can help you scale your business, optimize customer service, and make every interaction count.
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