Internal AI assistant for the team
All product knowledge in one place, ready on demand. Faster and more confident answers for customers.
80-90%
shorter response time
2 teams
sales and customer service
seconds
to reach all product knowledge
no guessing
says “I don't know” when data is missing
Client
Gladan is a Polish company that helps large industrial plants measure and reduce energy consumption and improve production. It installs sensors and systems that collect data from machines and installations (electricity, heat, water) and then show where money is leaking and what to improve. Its clients include large groups in the cement, food and automotive industries.
These solutions have to be matched to the client's needs and often combined into a working whole. Two teams work with clients every day: the sales department and the customer service department.
Problem
To give good advice, an employee has to know all the products, their documentation and the typical problems with the equipment. That is a lot of material and nobody remembers all of it. When a customer is waiting on the line or for a reply to an e-mail, digging through documentation drags on and delays the answer.
Solution
We built an AI assistant available to employees. It is not a tool for the customer but support for the team: a sales rep or consultant asks a question and the assistant delivers a ready answer based on the company's entire knowledge within moments. The decision and the contact with the customer always stay with a person.
The assistant knows all of Gladan's products, their full documentation and the most common equipment problems. It runs on the same process behind almost every automation we build: first gather the information, then analyse it, then review the available knowledge and give the best answer. At Gladan it helps in two situations.
Sales department: choosing the right product
During a phone call or an e-mail exchange, the sales rep uses the assistant for support.
- Gathers information about what the customer needs.
- Analyses the needs together with the sales rep.
- Reviews the knowledge about all the products and how they work together.
- Selects the best product for the customer's situation and suggests what to do so the whole system works.
The sales rep gets an accurate suggestion straight away, without interrupting the conversation or searching through documents.
Customer service: solving problems
A customer writes in with a technical problem.
- The assistant collects the description of the problem.
- Analyses what it concerns and which device is involved.
- Searches all the documentation and the company's knowledge about that device and that problem.
- Creates step-by-step instructions telling the customer exactly what to do to solve the problem.
The consultant checks the instructions and passes them on to the customer.
A person in the loop and honest answers
The assistant never guesses. If it is asked about a problem that is not in its knowledge base and it does not know how to solve it, it says plainly that it does not know the answer. That way it does not mislead the customer, and a person takes over the case. This matters: it is better to say “I don't know” than to give wrong instructions that could cause harm.
Results
- Response time to customer enquiries shorter by 80-90%.
- All product knowledge, documentation and typical problems available on demand, without searching.
- More confident answers: based on documentation, not on what someone happens to remember.
Result: the team answers faster and with more confidence, and the customer gets what they came for sooner: the right product or a working solution to their problem.
Technology
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