Case study Industrial and trading company
Handling customer requests automatically with Google AI
Requests about delivery times, quotes and complaints are to be handled without manual preparation.
- IndustryIndustry and trade
- RoleAdvisory and project lead
- ScopeMVP with 92 person-days
- TechnologyGoogle Cloud, ERP
3
request types automated in the MVP
92 PD
budget for the MVP
2 channels
email first, then phone
01 Starting point
An industrial and trading company handled requests about delivery times, quotes and complaints by email and entirely by hand.
02 Task
Customers were to receive an answer immediately, without anyone on the team having to step in.
03 Solution
A system reads incoming emails with Google AI and triggers the right process. It uses Vertex AI, AutoML, Document AI and Gemini.
- It answers delivery time requests with current delivery data.
- Quote requests automatically trigger the creation of a quote.
- It assigns complaints to the right process and prepares them.
A lean middleware on Google Cloud connects the solution to the ERP. In a second phase, the phone system will be added.
Data flow
04 Result
- An MVP with a scope of 92 person-days and a clear roadmap toward fully automated customer communication
- Platzhalter: Antwortzeit vorher und nachher, Automatisierungsquote, eingesparte Stunden pro Woche, nur gemessene Werte
05 My role
I advised the company and led the project. I defined the use cases, designed the architecture and steered the delivery of the MVP.
06 Technology
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