Ogaucho Automated Its Reservations and Improved Customer Service with ThinkChat
In a world where customers expect instant responses and seamless experiences, many companies face the challenge of scaling operations without sacrificing quality.
This was the case for Ogaucho, which decided to transform its customer service and reservation system through technology and artificial intelligence.
The Challenge: Structuring Processes and Scaling Customer Service
Before implementing ThinkChat, Ogaucho had a clear goal:
to systematize reservation management and strengthen customer service through messaging channels.
to systematize reservation management and strengthen customer service through messaging channels.
This meant addressing:
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Manual and non-scalable processes
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High operational workload for agents
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Lack of automation in reservations
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Limited ability to provide fast and consistent responses
Project Objectives
According to L.T.P. Lorena Torras Kunert, Cost Analyst / Technological Implementations at Ogaucho, the objectives were:
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Optimize the operational management of agents
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Fully automate the reservation system
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Improve the quality of customer service
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Leverage messaging channels as the main communication channel
The Solution: ThinkChat at the Core of Operations
To overcome these challenges, Ogaucho implemented ThinkChat as its omnichannel communication and automation platform.
AI-powered customer service
Intelligent bots were deployed to handle inquiries and manage reservations automatically, 24/7.
Integration with management system (EKARU)
ThinkChat was directly integrated with EKARU, enabling real-time synchronization and smoother operations.
End-to-end reservation automation
From the first inquiry to final confirmation, the entire reservation process was automated, reducing friction and errors.
Online payments with Bancard
Customers can complete their reservations, including payment, within the same conversational flow.
Upcoming integration with Power BI
Ogaucho is currently working on integrating analytics tools to enhance data-driven decision-making.
Results: Greater Efficiency and Better Customer Experience
After implementing ThinkChat, Ogaucho achieved clear improvements:
✅ Increased response capacity
They significantly improved response times without expanding their team.
They significantly improved response times without expanding their team.
✅ Enhanced customer service quality
The experience became faster, more consistent, and more professional.
The experience became faster, more consistent, and more professional.
✅ Automated reservation workflows
Manual tasks were reduced, improving operational efficiency.
Manual tasks were reduced, improving operational efficiency.
✅ Strategic customer data foundation
They began building a structured Customer Data system to support future marketing actions.
They began building a structured Customer Data system to support future marketing actions.
Beyond Automation: Data-Driven Decisions
One of the biggest impacts of the implementation was not only operational—but strategic.
With ThinkChat, Ogaucho can now:
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Centralize customer information
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Analyze user behavior
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Optimize marketing campaigns
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Make smarter, data-driven decisions
Conclusion
Ogaucho case shows how technology can transform not just customer service, but the entire business operation.
ThinkChat is more than a communication tool—
it’s a platform that connects channels, automates processes, and turns conversations into business opportunities.
it’s a platform that connects channels, automates processes, and turns conversations into business opportunities.
