Reducing response time from hours to seconds and increasing conversion by 21% — all with zero human touch.
In a market where customer experience defines brand loyalty, ITC Classmate — one of Asia’s most recognized stationery brands — faced a growing challenge: scaling personalized online sales without inflating operational costs.
Customers wanted instant, human-like interactions. But live support came with constraints: long queues, high overhead, and inconsistent experiences. On average, response time stretched up to 3 hours, affecting conversions and customer satisfaction.
Classmate partnered with Oaktech to embed conversational AI into its online customer journey. The objective was bold:
Redesign the entire online sales process to operate autonomously — with no human intervention. The transformation was powered by Oaktech BlozumAI, combining two key AI components:
🗣 NLP-powered Conversational AI
A natural language engine that handled real-time conversations, guided product discovery, and personalized recommendations inside the buying journey.
🧠 AI-driven Decision Engines
Dynamic logic layers that interpreted user inputs, made informed decisions, orchestrated backend data, and triggered contextual actions — from customization to purchase flow.
Both components are core features of the Oaktech AI Assistant platform, designed to operate seamlessly across channels like WhatsApp, web, and mobile.
The shift was immediate and measurable:
⚡ Response time dropped from 3 hours to 1.3 seconds
📈 Conversion rates increased by 21%
🧑💻 Number of human touchpoints in the sales process: 0
By eliminating friction and enabling real-time product customization — including photo uploads for personalized notebooks — the brand delivered a seamless, premium buying experience.
The success of the project didn’t come from “chatbot automation.” It came from designing the AI to act like a sales assistant, not just a support tool.
• Speed: Instant responses at any time of day
• Relevance: AI understood user preferences and guided them through personalized journeys
• Trust: A humanized tone and real utility increased user confidence and reduced drop-off
This wasn’t just automation — it was sales intelligence at scale.
ITC Classmate’s transformation reflects a broader shift in B2C:
Consumers now expect personalized, real-time engagement — and they don’t care if it’s AI or human, as long as it works. By taking the lead on conversational commerce, Classmate didn’t just improve metrics — it elevated how the brand is perceived. Instant, intelligent, and modern.
That’s what AI-powered growth looks like.
Want to see what AI can do for your sales journey?
Talk to Oaktech
