Octocom

Octocom is an AI-first customer support solution for e-commerce designed to accelerate response times, reduce costs, and boost customer satisfaction. It integrates directly with popular help desks and e-commerce platforms, providing human-like, 24/7 support across multiple channels while handling the majority of routine inquiries automatically and intelligently escalating complex issues to human agents when needed.

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Overview

• Connects with help desks such as Gorgias, Zendesk, and others, enabling AI-powered support within familiar workflows.
• Keeps product catalogs, discounts, articles, and orders in sync by connecting to various e-commerce platforms (including custom integrations).
• Delivers natural, brand-consistent conversations that feel like a live agent, with intelligent handoffs for complex situations.
• Designed to reduce repetitive work, allowing human agents to focus on high-value interactions.

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How It Works

1. Omnichannel conversations: Handles inquiries across email, Instagram, Messenger, WhatsApp, SMS, and more.
2. AI-first responses: Analyzes questions, provides instant resolutions to common problems, and escalates complex cases with all necessary context.
3. Intelligent human handoff: Seamlessly transfers nuanced issues to humans when beyond AI scope while preserving context.
4. Automation of repetitive tasks: Frees up teams by automating routine support activities (e.g., order tracking, returns handling).
5. Integration with your stack: Works within your existing help desk and e-commerce tooling for a cohesive workflow.

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Key Benefits

• 24/7 instant support with human-level quality
• Automatically handle up to 90% of tickets
• Decrease support costs while improving efficiency
• Consistent, brand-aligned customer interactions across channels
• Multilingual support with AI fluent in over 100 languages
• Actionable insights from smart analytics to optimize the store experience

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Use Cases

• Order tracking, returns and refunds handling, and complaint management
• Product recommendations, inquiries, and comparisons to boost conversions
• Intelligent upselling and smart bundling to increase average order value
• Seamless escalation of complex issues to human agents with complete context

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Integrations

• Direct integration with popular e-commerce platforms and help desks (e.g., Gorgias, Zendesk)
• Flexible integrations for custom e-commerce setups

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Safety and Security Considerations

• AI handles routine inquiries with clear escalation for sensitive or high-risk issues
• Data handling aligned with partner platforms and privacy policies

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Core Features

• AI-driven customer support for ecommerce
• Direct integrations with help desks (Gorgias, Zendesk, etc.)
• Omnichannel support (email, social, messaging, SMS, etc.)
• Keeps product catalogs, discounts, articles, and orders synchronized across platforms
• Natural, human-like conversations with brand voice
• 24/7 instant support with high first-contact resolution
• Intelligent handoff to human agents with full context
• Multilingual support (100+ languages)
• Smart analytics to optimize store experience
• Order tracking, returns, and refunds automation
• Product recommendations, inquiries, and comparisons
• Upselling, historical upselling, and essential upselling
• Fully customizable and adaptable to existing workflows