Chatbot that answers 90% of customer inquiries

In 2023, eTabletka decided to take its customer support to the next level by implementing an AI chatbot capable of independently answering more than 90% of all inquiries. The main goal was to relieve the overloaded support team, ensure 24/7 availability, and improve the overall customer experience.

eTabletka.sk is one of Slovakia’s largest online pharmacies, offering a wide range of medicines, dietary supplements, and medical supplies, with a focus on professional advice and high-quality service.

Starting point and challenges

Operating in an environment where customers expect quick and accurate responses often outside regular working hours the eTabletka support team had been overwhelmed with repetitive questions, typically related to product availability, stock levels, or order delivery.

Key challenges
1. Insufficient coverage outside business hours.
2. Repetitive routine inquiries burdening the team.
3. Need to improve response speed and availability.
4. Seasonal demand peaks (especially in December), leading to overload.

The goal of deploying an AI chatbot was to ensure faster responses, better availability, and more efficient team operations.

The solution

The project began with a simple rule-based chatbot, which soon reached its limits when dealing with more complex queries. Therefore, eTabletka decided to transition to LLM (Large Language Model) technology, enabling more natural, contextual, and accurate responses.

The chatbot can recognize the user’s intent and reply naturally in Slovak.

Its knowledge base is connected to the product catalog, blog, and internal order data.

When encountering a more complex case, the chatbot seamlessly hands over the conversation to a human agent, along with the full dialogue history.

Thanks to this setup, common queries are handled completely automatically, and customers often don’t even realize they’re not chatting with a person.

Integration and sources of knowledge

The AI system is integrated with the internal product and stock databases, e-shop order management, company blog, expert articles (as a knowledge base), CRM, and the Daktela communication platform.

The chatbot continuously pulls data from the updated knowledge base to respond to questions about products, delivery, returns, or basic health advice.

Why eTabletka chose coworkers.ai

Proven experience in AI automation for e-commerce

Full chatbot management without IT knowledge required

Fast implementation and scalability for seasonal peaks

Guaranteed brand-aligned tone: natural, empathetic, and human

Key project steps

1. Launch of a basic chatbot and data collection on common questions.
2. Transition to LLM technology and creation of a new knowledge structure.
3. Testing and fine-tuning based on customer feedback.
4. Integration with blog and e-shop to expand the information base.
5. Deployment of 24/7 operation and evaluation of results.
The most challenging part was refining the prompts and tuning the response tone to sound natural, friendly, yet professional.

“Thanks to faster responses and better availability, customer satisfaction has increased significantly. Many users express surprise that the chatbot is so convincing they often believe they’re talking to a real person. This effect greatly strengthens overall trust in our services.”

Roman Šnírer

E-commerce developer, eTabletka.sk

Summary and future plans

The implementation of the AI chatbot brought faster communication, happier customers, and a more efficient support team. The chatbot has become a key part of customer service, handling routine inquiries independently, relieving operators, and ensuring nonstop availability.

With continuous knowledge base expansion and integration of expert content, the chatbot is expected to become a crucial tool for sales growth and customer loyalty enhancement.

Future plans

Expanding AI for internal support: stock overview, product availability, sponsored product support

Launching an emailbot to automatically categorize, tag, and draft responses

Growing the knowledge base with new articles and expert content

Full chatbot deployment during seasonal peaks, handling up to 60% of inquiries independently

Chatbot that answers 90% of customer inquiries

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