Why Traditional Chatbots Couldn’t Keep Up

Before 2024, Qogita relied on a traditional chatbot layered over their help center. It was keyword-triggered and limited to scripted flows - answering only ~20% of inbound questions accurately. The challenges were clear:

• Static responses that didn’t adjust based on user behavior

• Limited intent coverage, especially for nuanced questions (returns, partial refunds, trade issues)

• Lack of language flexibility, with English-only support

• Poor integration with backend systems (orders, returns, payments)

• CSAT impact: average ~78%

• SLA breaches: 40% of chats missed the internal SLA of <6 hours

These limitations slowed down support, frustrated users, and created avoidable ticket backlogs - especially during peak demand.

Why AI Agents Are a Game-Changer

Unlike rule-based bots, AI agents are built to reason, personalize, and act autonomously. Modern AI agents like the one deployed by Qogita - powered by Fini, don’t rely on static knowledge retrieval. Instead, they work on a RAGless infrastructure that uses structured data, verified business rules, and deterministic workflows.

This means:

• Consistent accuracy without hallucinations from fuzzy document search

• Action-taking ability (e.g. issuing refunds, modifying orders)

• Native multilingual support, reducing language friction

• Instant integration with internal systems to fetch real-time order status, user profiles, or return eligibility

• Context awareness across sessions and conversations

These capabilities deliver faster, more personalized, and reliable support - without needing humans in the loop for most queries.

The Qogita-Fini Transformation: What Changed

In early 2024, Qogita partnered with Fini to deploy an AI agent tailored to their unique business workflows, catalog structure, and global user base.

Implementation Highlights:

• Channels covered: Live chat, Whatsapp, Contact forms and email

• Languages supported: English, Spanish, Dutch, German, and more

• Automation focus: Order issues, payments, product inquiries, returns, claims, signup and onboarding support

• Resolution success: 88%+ of eligible tickets handled end-to-end by Fini

• SLA improvement: 121% better average first-response times

• CSAT consistency: No decline despite increased automation

Fini’s no-code integration with their existing systems made setup fast and flexible. Within one month, the agent was live and resolving real tickets. Fini’s AI also adapted quickly to Qogita’s product catalog, return policies, and tone of voice.

Before vs. After Snapshot/The Results so far :

Fini’s AI agent was up and running within a week - handling order queries, returns, payments, and product questions across chat and email. The shift wasn’t just incremental, it was foundational.

Key Features Behind the Results

1. AI Agents That Act, Not Just Chat

Fini’s infrastructure allows agents to execute real actions, like creating return labels, issuing credits, and tagging CRM workflows - based on verified rules. No brittle workflows. No manual intervention.

2. Multilingual Support from Day One

Fini detected customer language in real time and responded in their native language, helping Qogita localize at scale across regions like Spain, Netherlands, and Germany.

3. Always Up-to-Date Knowledge

With built-in feedback loops and dynamic knowledge updates, Fini’s AI agent continuously improves from live interactions, removing the need for manual bot training or script maintenance.

4. Seamless Escalation

When human help is needed, the agent tags the issue, adds full conversation context, and routes it to the right internal team, reducing back-and-forth and improving time to resolution.

What Made the Fini Integration Successful

1. Fast and Frictionless Onboarding

The entire onboarding process, from knowledge base ingestion to full deployment - took just 4 weeks, broken down into:

• 2 weeks of co-building knowledge items (~100 macros)

• 1 week of response testing and fine-tuning

• 1 week to integrate HubSpot, enable APIs, and configure workflows

2. Seamless API Integration

Fini directly connected to Qogita’s systems, enabling real-time responses to order status, payment issues, and return eligibility - cutting repetitive tickets dramatically.

3. Multichannel, Multilingual Support

From live chat to WhatsApp to email, Fini handled queries 24/7 across channels and languages - ensuring customers in Spain, the Netherlands, and Germany got fast, localized help.

4. Human Handoff with Context

For the 12% of cases that couldn’t be resolved by AI, Fini auto-tagged and routed them to human agents, with full context, ensuring smooth handoffs and zero repeat explanations.

From Chatbot to Agentic AI: What’s Different

Qogita’s success lies in moving from static automation to agentic AI - systems that don’t just retrieve text, but take actions.

• Traditional chatbots rely on retrieval-augmented generation (RAG) - which often leads to hallucinations and missed context.

• Fini’s RAGless architecture ensures responses are grounded in business logic, API calls, and verified knowledge.

That’s why Qogita now enjoys confidence and control over every AI-led interaction.

Best Practices: What Other E-commerce Brands Can Learn

From our partnership, here are actionable insights for other businesses scaling support with AI:

✅ Start with high-volume flows (order status, returns, shipping questions)

✅ Customize tone & voice to match your brand (Fini enables brand-aligned prompt tuning)

✅ Use structured rules + fallback (e.g. escalate if order ID not found or high-value ticket)

✅ Invest in multilingual capability early

✅ Track, measure, and iterate continuously - don’t treat your agent as static

Why the Partnership Works

The success of this collaboration rests on two key pillars:

• Qogita’s commitment to operational excellence, knowing that exceptional support drives buyer retention

• Fini’s agentic AI infrastructure, which goes beyond surface-level automation to drive real, measurable results at scale

The relationship is not vendor-client—it’s a joint effort to redefine what great e-commerce support looks like.

The Path Forward

We’re just getting started. In 2025, Qogita and Fini are exploring:

• Proactive support, where the AI reaches out about delays before the user asks

• AI sales assistance, guiding buyers toward recommended products during support interactions

• Advanced analytics, combining ticket trends with customer lifetime value

• Enterprise-grade safety guardrails, ensuring reliability and compliance as AI scales

The ultimate goal? Create support that feels as personalized and trustworthy as a 1:1 conversation—at a global scale.

Final Thoughts

AI agents aren’t just the future of support—they’re the present. As Qogita has shown, the leap from chatbots to intelligent, agentic AI unlocks not just cost savings, but better customer outcomes. And with the right infrastructure, the transformation can happen in days—not months.

If you're an e-commerce brand scaling fast and seeking to deliver gold-standard support, the lesson is clear: Don’t just automate. Agentify!

Learn More:

• Qogita

• Fini AI for E-commerce

A Final Word from Qogita & Fini

This partnership proves a powerful truth: great customer support is no longer about headcount, it’s about intelligence, speed, and trust. By moving beyond traditional chatbots and adopting AI agents built for real action, Qogita is setting a new benchmark for what e-commerce support can achieve at scale.

Fini’s RAGless, action-oriented AI infrastructure provided the foundation. But it was Qogita’s relentless focus on quality, automation, and global service that made the transformation a success.

Together, we didn’t just reduce ticket load - we redefined what "customer-first" means in the age of AI.

Whether you're just starting your automation journey or looking to scale it globally, the path forward is clear: build with partners who understand your business, and your ambition.