# Parque Arauco: EMA, the AI agent that serves its shopping malls

> EMA answers visitors' questions in real time across all of the shopping malls, using a knowledge base that the CX team updates itself.

- Success story: Parque Arauco
- Retail · Shopping malls
- URL: https://databot.cl/en/casos-de-exito/parque-arauco
- Case video: https://www.youtube.com/watch?v=9v3Q6IlEdsk

## Key figures

- **85%** — satisfaction (CSAT)
- **24/7** — across all touchpoints

## The challenge

Every shopping mall receives all kinds of questions at all hours: opening hours, stores, parking, events and lost items. Multiplied across several malls, answering everything with people alone was impossible.

## The solution

Parque Arauco built EMA on Databot: a generative AI agent with a knowledge base that the CX team updates without relying on developers, and that hands off to a person when a case requires it.

## Results

EMA serves visitors in real time across all touchpoints, with 85% satisfaction.

> «With generative AI we achieved 85% customer satisfaction and 24/7 responses across all touchpoints.»
> — Felipe Misle · Head of Corporate CX, Parque Arauco