AI generates personalised recommendations 
for Flender service customers

Multi-layered customer enquiries meet manual processes

Until now, Flender’s customer service has been using a complex Excel-based solution for this purpose. Each enquiry had to be entered manually by the employees of the gearbox manufacturer. The disadvantages of this solution are obvious: Not every employee had access, it wasn’t available 24/7/365 and document creation was slow. Automated recording of customer inquiries and comparison with inventory data, such as other equipment owned by the enquirer or open cases related to the inquiry, were not possible.

In short: Flender needed a solution that would answer enquiries faster, automate processes, reduce the workload on internal teams and offer the possibility of value-adding, structured customer support following the enquiry. In addition, the solution should ensure that leads are efficiently captured and forwarded to the relevant contacts.

An AI chatbot that automates service processes and lead generation

IBM iX developed a fully integrated AI service agent that is deployed directly on the Flender website and based on Salesforce Agentforce. The AI seamlessly links to existing product and customer data in Salesforce, facilitating a completely new form of digital service interaction.

The solution includes the following key components:

• intelligent AI service agent for the website
• direct connection to customer data
• intelligent linking of data input with text modules to create individual service recommendations in PDFs
• automated dispatch of recommendations by email
• processing of incoming enquiries into leads and cases, including handover of all relevant data to responsible account managers
• internal use as a service tool to create recommendations in real time and further process them in standard Salesforce processes

Thanks to Salesforce Agentforce, the AI can understand queries, identify relevant service recommendations and create and send a personalised PDF in real time — even in complex cases or when customer data is missing or incomplete. At the same time, the service agent collects all relevant information to automatically generate qualified leads.