PUBLIART
PUBLIART

Overview

Omnichannel Integration

AI Knowledge Base Training

Smart Routing Logic

Publiart is a diversified Colombian leader in industrial printing, plotter spare parts, and premium vehicle services. To manage their rapid growth, Boko Digital engineered a centralized “AI Brain” that profiles customers in real-time, ensuring that a machinery technician doesn’t get a window-tinting lead, and vice versa.

Ai Automation Service Australia
Ai Automation Service Australia

The Challenge

Before the Boko intervention, Publiart faced “operational drag” caused by managing three separate brands across nearly a dozen digital touchpoints.

  • The “Leaky” Funnel: Inquiries were scattered across Facebook, Instagram, and two websites, leading to slow response times.
  • Technical Information Gap: Non-technical staff struggled to answer complex questions about plotter error codes or nanoceramic film percentages.
  • Manual Profiling: Agents spent hours asking basic questions (Name, Company, Location) instead of closing sales.

 

The Goal: To unify three distinct brands into a single AI-driven command center. By integrating 7 digital channels into a unified Tidio engine, the objective was to deploy a “Smart Receptionist” that handles technical inquiries, profiles every lead, and routes “data-ready” customers directly to the right expert.

Solution

The Centralized "AI Brain" (Tidio + Multi-Platform)

We unified 5 social media accounts and 2 websites into a single Tidio command center. This allows the AI to act as a universal filter, identifying the customer’s intent regardless of where they message from.

PUBLIART

The AI was fed specific “Knowledge Pillars” to handle high-level inquiries without human help:

  • Parts Supply: A Glossary of Errors and compatibility guides for machinery.
  • Publiart Colors: Technical requirements for print (DPI/CMYK) and material catalogs.
  • Polarizarte: Information on legal tinting percentages and film protection levels.

Before any human intervention occurs, the AI performs a “Lead Qualification” check. It collects:

  • Profile: Name, Company, and Location.
  • Urgency: Categorizing the request for immediate or scheduled attention.
  • The Routing Matrix: Using custom triggers to deliver the lead to the specific expert (e.g., machinery leads go to Juan Burgos, while vehicle leads go to the Polarizarte team).
PUBLIART

All incoming leads are automatically partitioned inside the Tidio platform according to the specific company brand (Parts Supply, Polarizarte, or Publiart). This allows department specialists to manage their own pipelines without leaving the Tidio dashboard.

By centralizing the data here, specialists can perform granular data mining and targeted follow-ups using Tidio’s internal filtering system, which tracks:

  • Identity: Name, ID, and Email.
  • Geography: City, Country, and Browser Language.
  • Context: Channel (Source), Created At, and Custom Tags.
  • Compliance & Contact: Phone and Consent to receive marketing.
  • Customization: Specific Contact Properties unique to the Publiart workflow.
PUBLIART

Results

The result is a high-performance service engine that operates 24/7. By replacing manual reception with an automated technical backbone, Publiart has:

Eliminated Guesswork

  • Every chat arrives at the human agent’s WhatsApp with the customer's name, problem, and urgency already identified.

Instant Logistics

  • Routine questions about the Calle 9 location, payment links, and the 5:00 PM shipping cutoff are now handled 100% by the bot.

Centralized Control

  • The management team now has total visibility over all three brands from one single interface
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