About Client
The Client is a global leader in fluid management solutions and industrial engineering equipment. The client aimed to enhance customer engagement and self-service efficiency through AI-powered digital transformation.
The Challenge
Client’s customer support and product discovery processes were heavily manual, causing delays, high dependency on human agents, and limited self-service adoption.
- High customer dependency on support teams for product and order queries
- Complex product catalog with limited intelligent search capability
- No unified self-service channel for global customers
- Delayed query resolution and increased support cost
- Lack of multilingual digital experience
- Limited visibility into service and warranty data
Have Questions ?
The Solution
Iksula implemented a GenAI-powered chatbot ecosystem integrated with ERP, CRM, and order management systems.
- Built a conversational AI assistant for product discovery and service inquiries
- Integrated with ERP and CRM for real-time order and warranty information
- Implemented multilingual support for global accessibility
- Used GPT-based models for contextual, human-like responses
- Delivered omnichannel availability across web and mobile platforms
- Enabled secure and compliant data handling via Azure Functions and APIs
Business Metric Improvement
The GenAI solution transformed customer engagement, reduced manual effort, and improved service turnaround and satisfaction.
- 70%+ query automation through conversational AI
- 2.5× increase in self-service adoption across digital channels
- 40% reduction in customer support workload
- 80% faster response time for common queries
- Higher CSAT and NPS through personalized and real-time interactions
- Improved lead-to-order conversion via AI-powered product recommendations
