Spare Parts Requests Accelerated by AI Agent at Montanhydraulik

Montanhydraulik GmbH develops and manufactures hydraulic cylinders and complex hydraulic systems worldwide for demanding applications such as mobile cranes, mining, and water management. In these industries, machine availability and rapid spare parts supply are critical. At the same time, service departments receive numerous inquiries every day, often with incomplete information.

Goals: Capture spare part inquiries faster and more accurately

For operators of complex machinery, quickly identifying the right spare part is often difficult. Different model variants, custom project solutions, and missing documentation mean that service inquiries must be clarified multiple times.

For Montanhydraulik, this meant:

• High volume of manual coordination in the service department
• Delayed quote generation
• Unnecessary follow-up inquiries due to incomplete information

The company sought a digital solution that would guide customers through the process in a structured manner while ensuring that all relevant technical information was available. The goal was scalable customer service automation that is available around the clock and qualifies spare parts inquiries right from the initial contact.

To achieve this, a specialized AI agent for repairs and service was integrated into the LoyJoy platform.

Results: Structured spare parts inquiries and faster response times

The AI assistant serves as the first point of digital contact for spare parts inquiries. Through a guided dialogue, the chatbot helps customers clearly identify hydraulic components and submit all relevant data in a structured format.

The solution combines Agentic AI, dialogue logic, and process automation. Customers can enter technical information and, if necessary, upload documents or PDF files to clarify their inquiry.

Results of the solution:

• Structured spare parts inquiries right from the initial contact
• Significantly reduced follow-up inquiries in the service department
• A digital service channel available 24/7
• Faster forwarding of qualified inquiries to service experts

The AI agent captures all information and forwards the inquiry directly to the responsible service team. Routine inquiries are handled automatically, while complex technical consultations continue to be handled by specialists.

This creates an efficient division of labor between the AI assistant and the service team, enabling customers to receive quotes for needed spare parts more quickly.

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