AI customer service for manufacturers
Answer customers without searching across several systems
We implement AI for pre-purchase questions and complaints at manufacturers with D2C or B2B e‑commerce. Instead of searching the catalogue, ERP and correspondence, the adviser receives case information and a draft reply.
AI connects product, order and delivery information. An employee approves the message before sending and decides how to resolve a complaint.
- Product questions
- Complaints
- D2C and B2B e‑commerce
Every time an adviser searches for information, service costs grow
A product question requires specifications and instructions. A complaint requires order details, shipping history and carrier messages. In both cases, an adviser gathers information before answering.
Information is spread across the catalogue, store, ERP and inbox. Each case means searching the same sources again.
Before a reply can be written, someone has to find the right data, connect it and establish what happened. As questions and complaints increase, this work puts more pressure on the team.
AI gathers the information needed for a reply before the adviser starts writing.
Less switching between systems, less repeated searching and more time to resolve the customer's problem.
From a customer's question to a product-specific reply
AI reads the message, finds the product sheet and drafts an answer. The adviser does not need to search separately for installation instructions and specifications.
Before: an inbox question
Installing the ALBA 120 wall light
Hello, do I need to buy a bulb and screws for the ALBA 120 wall light? Can I install it on an exterior wall?
ALB-120-BK · product documentation
- Product
- ALBA 120 indoor wall light
- Material and colour
- Aluminium, matt black
- Dimensions
- Width 12 cm, height 18 cm
- Light source
- GU10 LED, max. 8 W; bulb not included
- Power and protection
- 230 V, IP20; indoor use
- Installation
- Mounting screws included
After: a prepared reply
Message draft
Re: Installing the ALBA 120 wall light
Hello,
mounting screws are included. A GU10 LED bulb up to 8 W must be purchased separately.
The ALBA 120 has IP20 protection and is designed for indoor use, so it is not suitable for an exterior wall.
Kind regards, Customer Service
One message answers all three questions using the product documentation.
Demonstration using fictional ALBA 120 product data.
Before purchase: replies based on knowledge of your products
A D2C customer asks about differences between models, a specification or a product's use. A B2B customer needs details about variants, packaging or technical specifications.
AI reads the question, finds relevant product information and drafts a reply. It uses the company knowledge made available: product data, manuals, technical documentation and approved materials.
The adviser also sees the product data used to prepare the reply.
The customer gets the information needed to buy sooner.
Product knowledge becomes available to colleagues who do not yet know every model and variant.
Complaints: order history, a case summary and the next step
A customer reports a problem with a product or delivery. Preparing a reply requires checking what they ordered, how fulfilment progressed and what has already been agreed.
We connect store, ERP, shipping information and case correspondence, including carrier emails. AI prepares a bullet-point summary covering:
- what the case concerns and which product the customer ordered,
- the order details and statuses,
- shipping history and events reported by the carrier,
- what previous correspondence establishes,
- missing information and actions to consider.
The summary includes a draft reply and next actions: contacting the carrier, asking the customer for information or passing the case to the right department.
When the workflow is connected to your task tool, the action goes directly to the person handling the case.
The task contains case information and the action to complete.
Gaps are shown in the summary so the adviser knows what still needs clarification.
What changes for your customer service team?
| Situation | Before | With AI support |
|---|---|---|
| A customer asks about a specification or differences between products. | An adviser searches the catalogue and documentation, then writes the reply. | They receive a reply based on product data, with its sources shown. |
| A complaint requires checking an order and delivery. | An employee opens several systems and reconstructs events from emails. | They receive a case summary, collected statuses and details, and a draft reply. |
| The case needs contact with a carrier or another department. | An adviser works out the next steps and passes on a task manually. | AI identifies the next action, and integration with the task tool assigns it to the responsible person. |
| Another employee takes over the case. | The new owner rereads the correspondence and searches for data. | They receive a case history summary and information about next steps. |
A customer asks about a specification or differences between products.
Before
An adviser searches the catalogue and documentation, then writes the reply.
With AI support
They receive a reply based on product data, with its sources shown.
A complaint requires checking an order and delivery.
Before
An employee opens several systems and reconstructs events from emails.
With AI support
They receive a case summary, collected statuses and details, and a draft reply.
The case needs contact with a carrier or another department.
Before
An adviser works out the next steps and passes on a task manually.
With AI support
AI identifies the next action, and integration with the task tool assigns it to the responsible person.
Another employee takes over the case.
Before
The new owner rereads the correspondence and searches for data.
With AI support
They receive a case history summary and information about next steps.
The solution is tailored to your customer service process, available data and business systems.
Enquire about AI customer serviceHandle more cases without spending longer searching systems
For customer service teams
Less searching and manually reconstructing case histories. Employees start with gathered information and a draft reply.
For B2B salespeople
Faster preparation of product, variant and specification information a trade customer needs to buy.
For e‑commerce and service managers
More consistent replies, easier handovers and fewer actions left only in an email inbox.
For business owners
Lower preparation costs for replies to recurring questions and complaints and more cases handled by the existing team.
Replies draw on company data rather than an adviser's memory, reducing missed arrangements and specifications taken from the wrong manual.
Replies are grounded in company data
We identify sources for product specifications, order status and delivery history. Access is limited to the information needed for the relevant type of enquiry.
When shipment confirmation is missing or sources disagree, the solution flags the gap. It identifies what is still needed rather than adding an unsupported answer.
Before launch, we define which cases require contact with a carrier, another department or the complaint owner.
The adviser sees the case history and its sources in one place.
Questions before implementation
AI & AutomationFrom the product catalogue, documentation, store, ERP, shipping data and case correspondence. We connect the sources needed for specific questions and complaints after checking access and data quality.
Yes, when integration with your task tool is included. Each task contains the case description, next action and responsible owner.
Describe recurring questions or complaints and where product, order and delivery data is stored. We will discuss a solution and prepare an individual proposal.
This depends on the tool and its configuration. Before sharing data, we identify the provider, processing and storage locations, retention period and terms covering model training. Retrieving information from company documents and training a model are different operations. We check the specific service's terms before connecting a catalogue, inbox or ERP.
Before launch, we establish the processing purpose, necessary data, access rights and deletion rules. With your data protection contact, we check the legal basis, the parties' roles, provider agreements and any transfers outside the EEA. Exercises and tests use material without personal data; where personal data is necessary, we establish its conditions of use before sharing it with a tool.
Which questions and complaints take your team the most time?
Describe what customers ask before buying and which cases require searching in several places. Tell us where you keep product, order and delivery information.
We will discuss how those cases are handled, which data to connect and prepare an individual proposal.
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