Smart conversations: The success story of PCBox and Oct8ne

Is it possible to offer personalized support in an eCommerce store with over 50,000 products? Can a chatbot not only resolve questions but actually sell? The success story of PCBox and Oct8ne, presented at LogiCommerce Connect 2025, proves that the answer is yes. And the key lies in advanced integration between product catalog, artificial intelligence, and business logic.

From In-Store service to online chat

Since its creation eight years ago, Oct8ne has had one clear mission: to bring the in-store customer service experience into the online environment. “Displaying products directly in the chat, speaking with customers as we see them browsing a specific category…” they explained. This proactive, visual approach remains at the core, but it has evolved dramatically with the power of AI.

Today, with tools like OpenAI integrated into the platform, Oct8ne provides a service that combines automation, personalization, and scalability.

PCBox: Technical support at scale

Arnau Navarra, Head of eCommerce at PCBox, shared how they transitioned from a simple FAQ-style bot to an intelligent assistant connected to their catalog and internal systems.

“We started with a classic decision-tree bot. Very simple. Now we've been using a bot that works 100% with AI for two months. And I’m telling you: once you try it, you don’t go back.”

With over 50,000 products, the key lies in how the conversation is structured—from answering frequent questions to providing technical specs, suggesting related products, offering financing options, and even recommending complete PC configurations.

API and catalog integration: The engine behind the system

The system’s power comes from its connection to multiple data sources:

• Product catalog: The bot pulls real-time data from product pages to offer accurate, personalized recommendations.
• Google My Business: Displays up-to-date info for over 500 physical stores (location, hours, reviews).
• Order Tracking: API connection to shipping carriers to inform customers of their order status.
• Product-Specific Prompts: Each product page includes an “expert” button that generates a custom prompt with all technical and sales information, optimizing token usage and improving response quality.

Additionally, the bot uses PCBox’s search engine, which has been significantly improved. “The search engine is fundamental, especially when you're a multi-brand, multi-reference marketplace.”

Measurable results: Automation, satisfaction, and sales

In just 90 days, PCBox’s chatbot managed over 5,000 conversations, with only 23% transferred to a human agent. A notable 89% of users rated the session positively.

“People don’t care if a bot replies—they care about the quality of the response. If the answer is good, the customer is happy.”

Oct8ne and PCBox are also bringing this automation to WhatsApp, Instagram, and Facebook, including features like image and audio recognition, multilingual support, and 24/7 availability.

Complete video of the session: