AI service bot for B2B customer service

It knows who is asking. Through permission and access control, it recognizes the user, role, and customer and accesses order status, delivery information, documents, and customer-specific data, instead of only answering general questions.

In the inside sales department of an ECOPLAN customer, the AI service bot answered 39% of customer inquiries without employees. After two months, 24% fewer calls and emails came in, 34% of inquiries were handled outside business hours, and the first response came in under 2 seconds.

A pilot typically takes 4 to 6 weeks. After that, you will see how many inquiries the bot answers on its own.

Depending on the connected systems, the bot provides information on order status and delivery dates, finds documents such as invoices, delivery notes, or data sheets, and provides information for technical questions. It also answers product questions, shows customer-specific prices within the scope of permissions, and supports spare parts identification, complaints, and returns.

When the bot cannot proceed, it hands the dialog so far, with all relevant information, over to an employee in a structured way. It can also capture, classify, and prioritize service tickets and pass them on to the appropriate team or process.

The bot retrieves its answers from the existing systems under permission control: order status, deliveries, and records from the ERP, product information from the PIM, documents from the DMS, and service cases from ticket or service systems. Integration is done through an MCP server, and the data is hosted in Germany.