case study
Client
Sector
about the case study
DH Material Médico needed to reduce its customer support workload while helping users make better purchase decisions in a catalog of technical products.
We developed an AI agent built into its e-commerce site, connected to ChatGPT, Oct8ne and Sage, able to recommend products, answer sales questions and handle certain after-sales tasks within a single conversation.
In a specialized e-commerce business, many sales depend on customers quickly finding the right product and getting answers to their questions before abandoning the purchase.
At DH Material Médico, a significant share of queries were about product features, differences between references, compatibility, purchase recommendations, availability, order status or invoice requests.
These queries required the team to step in even when they were repetitive questions. On top of the operational workload, any delay in replying could turn into a lost sale.
The goal was to create a system that didn’t just answer FAQs, but could hold a conversation, understand what each user needs, recommend products and access real business information when necessary.
We designed a conversational agent built directly into dhmaterialmedico.com.
The agent uses ChatGPT to interpret users’ questions and hold conversations in natural language. Drawing on the information available about the catalog, it can answer product questions, compare alternatives and ask follow-up questions to guide the customer toward the option that best fits their needs.
The solution was implemented on Oct8ne and connected to Sage to extend the assistant’s capabilities beyond sales.
This way, customers can use the same channel to look up an order, check its status or request an invoice and receive it without having to call, send an email or wait for the support team.
The agent therefore works across the entire customer journey: it helps before the purchase, supports the decision and handles part of the follow-up tasks.
The technology is embedded in the e-commerce experience. Users simply state what they need and the system decides what information to look up and what answer to give.
18%
conversion among assisted users
41%
of conversations resolved without human intervention
45 h
of support time saved per month
Rolling out the agent has turned the chatbot into a new sales and support channel available 24/7.
41% of conversations are resolved automatically, letting the team focus on queries that need personal attention.
Manually handled queries have dropped by around 34%, saving an estimated 45 hours of work per month.
The impact also shows in sales. Users who turn to the assistant to answer questions or get recommendations convert at a rate 18% higher than users who don’t interact with it.
The Sage connection has cut the time spent on queries about orders, invoices and documentation by around 62%.
The result is an e-commerce site that serves customers better, sells with more support and automates tasks that used to depend on the team.
AI doesn’t replace DH Material Médico’s expertise. It makes it available to customers at the moment they need it.
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