B2B Manufacturing
Covestro SDS Chatbot for Faster Customer Service
Together with LoyJoy, DAX-listed company Covestro has developed a chatbot that provides specialist staff with quick access to safety data sheets (SDS).
The DAX-listed company Covestro has teamed up with LoyJoy to develop a chatbot that gives specialist staff worldwide quick access to safety data sheets, regardless of country or language.
Initial Situation
Safety data sheets are essential for the safe handling of chemicals. Finding the right document among the many safety data sheets across different countries and languages used to be a time-consuming task for specialist staff, even though quick access was exactly what they needed.
Solution
With LoyJoy, a chatbot was built that asks specialist staff for country and language in the dialogue and guides them straight to the right safety data sheet, simple and time-saving instead of a tedious search.
Results
With LoyJoy’s conversational solution, Covestro has made customer service around safety data sheets significantly more efficient.
- Less manual effort, since the chatbot takes over the search
- Faster provision of information for specialist staff
- Higher customer satisfaction through direct access to the right document
- Better insights into customer needs that continue to improve service quality
