"Available in 10 languages, rolled out worldwide within a few weeks."
SCHOTT AG
Interview at data:unplugged
Success Cases
SCHOTT ZERODUR® Service Chat
SCHOTT is automating technical support for ZERODUR® using an AI assistant.
Improved Customer Experience
Instead of laboriously searching through extensive data sheets, engineers and scientists receive precise answers to specific technical questions directly in the chat. This increases user satisfaction through an extremely short ‘time-to-information’.
In-Depth Knowledge Sharing with Direct Source Links
The chatbot acts as a digital subject matter expert, backing up in-depth explanations directly with scientific publications. By linking to further reading, it not only builds trust in the quality of the answers but also directs traffic specifically to relevant white papers and technical articles.
Qualified Lead Generation
Users can submit inquiries directly and interactively via chat. The chatbot asks for specific product details and personal information. The result is high-quality, ready-to-use leads for the sales team, who can then easily send a personalized quote via email.
Goals: Scaling Technical Precision Digitally
As an international technology group, SCHOTT serves demanding industries with complex products. With ZERODUR®, SCHOTT offers a glass-ceramic with virtually zero thermal expansion, used in astronomy, semiconductor manufacturing, and EUV lithography.
Engineers and technical planners require specific data on material properties such as the coefficient of thermal expansion (CTE), chemical resistance, or mechanical stability. At the same time, they expect immediate access to data sheets, certificates, and white papers, as well as the ability to submit project-specific inquiries directly online.
Traditional navigation could not capture this level of depth. The goal was therefore to automate the customer interface using Agentic AI, answer complex technical questions around the clock, and efficiently capture structured project inquiries without tying up additional internal resources.
Results: AI agent as a digital knowledge archive
Based on the LoyJoy Agentic AI Platform, a specialized AI assistant was integrated directly into the ZERODUR® product page. The AI agent acts as a technical expert and interactive knowledge archive.
It enables:
- Immediate answers to complex technical questions
- References to scientific literature
- Direct links to technical documents
- Structured capture of project and quote requests
The AI assistant handles routine inquiries to resolution, while complex details are specifically handed over to human experts. This creates an efficient division of labor between AI and the technical team.
The result is scalable customer service automation, faster response times, and a future-proof, digital customer interface for high-precision applications.
Watch the Case Video
Customer Voice: SCHOTT Interview
LoyJoy is in use across several SCHOTT business units. In this interview at data:unplugged, SCHOTT shares how the AI chat for SCHOTT CERAN® went live worldwide in 10 languages within a few weeks.