An AI copilot at an industrial manufacturer in the Swiss Jura
A sales department, an e-shop chat, customers writing in several languages. Here is what we installed, what we measure and what comes next.
The context
An industrial manufacturer in the Swiss Jura sells to professionals through its e-shop. The sales department answers the chat, prepares quotes and enters orders, in each customer's language.
The problem
When a customer came back, the history of their exchanges was not in front of the person answering. The right information existed, but scattered across the ERP, e-mails, chat and product sheets.
What we installed
- A copilot for the sales department, installed on a machine on the client's premises
- Over 13,000 customer conversations searchable by content, customer, e-mail domain or item number
- A suggested reply of 5 to 8 lines, in the customer's language, ready to copy in parts
- Three hand-offs prepared automatically: quote, order, for information
- Zero customer data stored or processed by an external service
What the measurements revealed
More than a third of previous exchanges were not being displayed: fixed. Fewer than one conversation in two could be reliably linked to a customer account: that became the next project.
What comes next
The link with the e-shop, to attach each conversation to the logged-in customer. The copilot improves every week with its users' feedback, and we measure what changes.