Success story: Coca-Cola Andina-Chile

Casos de Éxito 3 de jun. de 2021

Assistants with Artificial Intelligence (AI) gave companies the possibility to connect with their customers quickly, effectively and instantly.

Francisca Pefaur, Digital Transformation Manager of Coca-Cola Andina, explained in a note for “Coca-Cola Journey Chile” that the objective is “to be present where the consumer is and where they need us. Today the trends in consumption have been changing and remote channels are becoming more and more relevant ”.

As a consequence of this initiative and the trust in Snappy Labs, M.A.R.T.A. was transformed into a Virtual Assistant version for the online platform, since it existed as a physical robot capable of distinguishing the flavors of the beverages offered by the firm.

MARTA, Coca Cola's robot
Image source: www.cocacoladechile.cl

What purpose does M.A.R.T.A. has in the Coca-Cola online store in Chile?
It's main function is to solve any question a user may have while visiting the store, either looking for a product or checking the order status of a purchase.
According to statistics and reports made by the Snappy Labs platform, in April 2020, 18% of miCoca-Cola.cl sales went through the Virtual Assistant first. The effectiveness of M.A.R.T.A. allowed 85% of the queries to be resolved, maintaining 83% satisfaction, and only 15% escalated to a human operator.

The results that the company receives from the AI ​​Assistant are constantly growing, since its implementation allows them to:

  • Solve frequent doubts
  • Derive specific queries to an operator
  • Provide 24/7 customer service
  • Show the user the status of their purchase
  • Offer the promotions of the season

These are just some of the functions that M.A.R.T.A. performs. in the online store. We invite you to talk to her: micoca-cola.cl

Trinidad Margni

Comunicadora, periodista y especializada en Marketing Digital. Apasionada de la industria tecnológica digital 👩‍💻. Digital Marketing Manager en Snappy Commerce 🚀.

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