Industry : Industrial Equipment & Engineering
Business Challenge
A leading global industrial manufacturer struggled with complex product discovery, high support call volumes, manual order tracking, and poor self-service adoption. Customers relied heavily on human agents, leading to slower response times and increased operational costs.
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The Solution
Iksula deployed a GenAI-powered chatbot integrated with ERP, CRM, and order systems. It enabled natural-language product discovery, real-time order status checks, warranty validation, and multilingual support — all via a conversational interface across web and mobile channels.
Business Benefits
- 70%+ query automation and 40% reduced support workload
- Product discovery time cut by 80%
- 2.5× increase in self-service adoption
- 24/7 support boosted satisfaction and engagement
Improved cross-sell opportunities and faster quote-to-order cycles
Tech Stack
- LLM & AI: OpenAI GPT, LangChain
- Integration: REST APIs to ERP, CRM, OMS
- Data: Vector DB for manuals & service data
- Automation: N8N, Azure Functions
- Security: RBAC, GDPR-compliant
