Digital product advisor for glass drainage systems

Goals: Guiding customers safely through complex product worlds

As an international manufacturer, SCHOTT KIMAX offers a comprehensive portfolio of corrosion-resistant glass drainage systems. Engineers, specialist planners, and distributors rely on precise technical specifications and exact component numbers. At the same time, customers today expect immediate information and fast local procurement options.

The challenge: Complex tables, diverse product variants, and different part sizes made identifying the right components time-consuming. Finding the right sales partner also required manual effort. Traditional FAQ pages or simple chatbots were unable to meet these requirements. Customer service was additionally burdened by recurring inquiries.

The goal was therefore to achieve scalable customer service automation: an AI agent that enables structured product searches, performs database queries in real time, and provides round-the-clock support as a digital assistant.

Results: Case-closing process automation in chat

Based on the LoyJoy platform, a specialized AI assistant was implemented that combines structured dialogue with automated database queries.

Today, the chatbot handles:

• Real-time localization of distributors by zip code
• Guided determination of the correct component number
• Answering technical questions via an interactive knowledge database
• Direct newsletter registration in dialogue
• A feedback function in the chat to enhance the user experience

The AI agent not only answers questions, but also resolves issues completely. From product selection to establishing contact. Standard inquiries are processed automatically, while complex cases are forwarded internally as needed.

SCHOTT KIMAX benefits from clearly structured process automation, reduced workload for teams, and a future-proof digital customer interface for engineers and specialist partners.

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