---
title: "AI service bot for B2B: implementation with ECOPLAN"
description: "AI service bot for B2B customer service: customer-specific answers about orders, products, and documents, permission-controlled and integrated with your ERP."
url: "https://www.ecoplan.com/en/ai-for-sales-and-service/ai-service-bot.php"
---

# AI service bot for B2B customer service

ECOPLAN implements AI-powered service bots that answer customer questions and can access product, order, service, and other company information in compliance with permissions.

[Request a project](#contact)

[Book a call directly](/en/contact/book-a-call.php)

Product questions

Order status

Documents

Service information

Customer-specific data

![AI service bot answers customer questions with source references](/wAssets-ecoplan/img/agentur/servicebot-hero-antworten-mit-quellen-en.svg)

AI service bot answers customer questions with source references

![adn](/wAssets-ecoplan/img/referenzen/adn.svg)

![WashTec](/wAssets-ecoplan/img/referenzen/washtec.svg)

![TIB Chemicals](/wAssets-ecoplan/img/referenzen/tib-chemicals.svg)

![sera](/wAssets-ecoplan/img/referenzen/sera.svg)

![Schweizer Salinen](/wAssets-ecoplan/img/referenzen/schweizer-salinen.svg)

![rose plastic](/wAssets-ecoplan/img/referenzen/rose-plastic.svg)

![Purell](/wAssets-ecoplan/img/referenzen/purell.svg)

![profine](/wAssets-ecoplan/img/referenzen/profine.svg)

![Pfinder](/wAssets-ecoplan/img/referenzen/pfinder.svg)

![Oest Gruppe](/wAssets-ecoplan/img/referenzen/oest.svg)

![Obermeier](/wAssets-ecoplan/img/referenzen/obermeier.svg)

![Marantec](/wAssets-ecoplan/img/referenzen/marantec.svg)

![Kora](/wAssets-ecoplan/img/referenzen/kora.svg)

![Josera](/wAssets-ecoplan/img/referenzen/josera.svg)

![Gühring](/wAssets-ecoplan/img/referenzen/guehring.svg)

![Filtration Group](/wAssets-ecoplan/img/referenzen/filtration-group.svg)

![Farmchamps](/wAssets-ecoplan/img/referenzen/farmchamps.svg)

![aps](/wAssets-ecoplan/img/referenzen/aps.svg)

![Amann Group](/wAssets-ecoplan/img/referenzen/amann.svg)

## Customer-specific answers instead of generic chatbot answers

A classic chatbot answers general questions. An AI service bot knows who is asking: through permission and access control, it recognizes the user, role, and customer. It thus accesses order status, delivery information, documents, service cases, and customer-specific product information, and shows each user only what they are allowed to see.

Consulting

Orders & deliveries

Products & documents

Service cases

### Faster customer service, less routine work

The bot answers recurring customer questions instantly, around the clock, and using the respective customer's data. Service, inside sales, and sales are relieved of standard inquiries and have more time for consulting and complex cases.

## Results from an ECOPLAN customer project in inside sales

39%

of customer inquiries answered without employee involvement

24%

fewer calls and emails in inside sales after two months

34%

of inquiries handled outside business hours

< 2 s

First response in under 2 seconds

## What an AI service bot handles for your customers

An ECOPLAN AI service bot handles these tasks, depending on the connected systems:

![Icon for order status & delivery dates](/wAssets-ecoplan/img/agentur/icons/truck.svg)

Order status & delivery dates

### Order status & delivery dates

The bot provides information on current orders, deliveries, and availability.

![Icon for documents & records](/wAssets-ecoplan/img/agentur/icons/file-text.svg)

Documents & records

### Documents & records

The bot finds invoices, delivery notes, data sheets, certificates, or operating manuals.

![Icon for technical support](/wAssets-ecoplan/img/agentur/icons/life-buoy.svg)

Technical support

### Technical support

For technical questions, known fault patterns, or operating problems, the bot provides the relevant information.

### Products & ordering

- Answer product questions: Information on products, variants, technical features, accessories, or possible applications.
- Product consulting: Suggest suitable products or variants based on requirements and technical features.
- Prices & terms: Display customer-specific prices, terms, and available product ranges within the scope of the respective permissions.
- Order support: Find products, suggest alternatives, prepare shopping carts, and guide customers through the ordering process.
- Cross-selling & upselling: Suggest suitable accessories, consumables, spare parts, or complementary services.

### Service & after sales

- Spare parts identification: Support customers in finding suitable spare parts for machines, plants, or products. → Spare parts service
- Machine, maintenance, and service information: Provide information on installed machines, location, maintenance intervals, service notes, technical documentation, and related spare parts.
- Prepare complaints: Ask for the required details, capture images or documents, and prepare the case in a structured way for service.
- Support returns: Record return reasons, provide the required information, and trigger the appropriate process.
- Appointment and service coordination: Capture information for service calls and, depending on the system, prepare appointments or further steps.
- Proactive notifications: Notify customers of upcoming maintenance, missing documents, possible spare parts, or additional services, provided the process and data foundation allow it.

### Inquiries & handover

- Capture, classify, and prioritize service tickets: Take in customer requests, structure them, assess urgency, and hand them over to the appropriate team, system, or process.
- Find contact persons: Identify the right contact person depending on customer, product, region, or request.
- Hand over complex cases to employees: When the bot cannot proceed, it hands the dialog so far, with all relevant information, over to an employee in a structured way.
- Multilingual customer service: Understand and answer customer questions in different languages.

## Which systems the AI service bot uses

An ECOPLAN AI service 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 to which any LLM and any AI infrastructure can connect. The data is hosted in Germany.

![AI service bot answers questions from manuals, data sheets, and catalogs](/wAssets-ecoplan/img/agentur/servicebot-wissensquellen-handbuch-datenblatt-katalog-en.svg)

AI service bot answers questions from manuals, data sheets, and catalogs

**ERP, e.g.:**

SAP

![abas logo](/wAssets-ecoplan/img/agentur/logo-abas.svg)

abas

![Infor logo](/wAssets-ecoplan/img/agentur/logo-infor.svg)

Infor

![proALPHA logo](/wAssets-ecoplan/img/agentur/logo-proalpha.svg)

proALPHA

![Microsoft Business Central and Microsoft Dynamics NAV](/wAssets-ecoplan/img/agentur/logo-microsoft-dynamics-nav-business-central.svg)

Microsoft Dynamics logo

![Oracle logo](/wAssets-ecoplan/img/agentur/logo-oracle.svg)

Oracle

**PIM, e.g.:**

![Akeneo logo](/wAssets-ecoplan/img/agentur/logo-akeneo.svg)

Akeneo

![Pimcore logo](/wAssets-ecoplan/img/agentur/logo-pimcore.svg)

Pimcore

Centric PXM

[More about ERP & system integration](/en/integration/)

**CRM, e.g.:**

![Salesforce logo](/wAssets-ecoplan/img/agentur/logo-salesforce.svg)

Salesforce

![HubSpot logo](/wAssets-ecoplan/img/agentur/logo-hubspot.svg)

HubSpot

![Microsoft Dynamics logo](/wAssets-ecoplan/img/agentur/logo-microsoft-dynamics-nav-business-central.svg)

Microsoft Dynamics

SugarCRM

**Other systems:**

Web shop

Customer portal

DMS

Ticketing systems

Service systems

## Services for your AI service bot

ECOPLAN supports service bot projects from the selection of suitable service processes through the integration of knowledge sources, systems, and permissions to rollout and further development. A pilot typically takes 4–6 weeks.

**01**

**Analysis & consulting**

**02**

**Use case design**

**03**

**Knowledge & data integration**

**04**

**System integration**

**05**

**Permissions & roles**

**06**

**Testing & rollout**

**07**

**Further development**

## We work with award-winning solutions

avanta awarded as **Leader** in the category "**B2B E-Commerce Platforms & Shop Systems**" on OMR Reviews.

Start with a pilot for the most common customer inquiries. In 4–6 weeks, you will see how many inquiries the bot answers on its own.

[Learn more about the award on avanta.info](https://avanta.info/)

![avanta logo](/wAssets-ecoplan/img/logo/02_Logo_avanta_RGB.svg)

avanta

![OMR Reviews Leader B2B e-commerce shop systems Q3/26](/wAssets-ecoplan/img/grafiken/OMR-Badge-1.svg)

OMR Reviews Leader B2B e-commerce shop systems Q3/26

Project inquiry

## Want to relieve your customer service with AI?

Start with a pilot for the most common customer inquiries. In 4–6 weeks, you will see how many inquiries the bot answers on its own.

**Simply fill out the form. We will get back to you within 2 business days.**

If you would rather talk directly, book an appointment with us. You will receive an initial expert assessment, in 30 minutes by video conference.

[Book a call directly](/en/contact/book-a-call.php)

## FAQ – Frequently asked questions

### What distinguishes an AI service bot from a classic chatbot?

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.

### What results has an AI service bot achieved in a customer project?

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.

### How long does it take to introduce an AI service bot?

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

### What tasks can an AI service bot handle in customer service?

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.

### What happens if the AI service bot cannot answer a question?

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.

### Which systems does an AI service bot draw its answers from?

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.