Digital Product Advisor for Complex Pharmaceutical Portfolios

Objectives: Providing guidance within a complex product portfolio

As an international manufacturer, SCHOTT Pharma offers a wide range of primary packaging materials, from syringes and cartridges to vials and ampoules. This diversity creates a high demand for information among customers in highly regulated markets. They expect quick, precise answers and clear guidance to the right solution.

Traditional navigation and static product pages were not sufficient for this. The goal was to establish an intelligent digital interface that bundles product research, trending topics, and solutions and is available around the clock. At the same time, the solution needed to be internationally scalable, support multiple languages, and contribute to lead generation and customer retention.

Results: Systematic AI-powered product expertise

Based on the LoyJoy platform, a specialized AI assistant was integrated directly into the product pages. The Agentic AI-based chatbot acts as a central product expert and directs users to relevant subpages as well as “Trends & Solutions” content.

Key benefits:

• Guided navigation through the entire portfolio via chatbot
• Direct links to detail pages for faster decision-making
• Integrated newsletter sign-up and feedback function
• Bilingual launch (DE/EN) with planned expansion to additional languages

The AI agent handles standardized inquiries and provides immediate guidance. Complex issues are forwarded to specialist contacts as needed. This creates scalable customer service automation that sustainably enhances user experience, lead generation, and process automation.

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