Challenge
ROSSMANN needed to provide customer support even when phone lines were unavailable and expand communication options beyond email, phone, and social media without increasing operational burden.
ROSSMANN introduced a GPT-based chatbot as a new customer communication channel, enabling faster support and significantly reducing the load on human operators while maintaining high answer accuracy.
ROSSMANN needed to provide customer support even when phone lines were unavailable and expand communication options beyond email, phone, and social media without increasing operational burden.
The company implemented a chatbot combining NLP and the GPT Knowledge Addon by coworkers.ai, allowing structured scenarios and document-based AI answers fully integrated with the Daktela customer support system.
“The real challenge was designing a store-search dialogue that works both for cities with only a few locations and for large metropolitan areas. The carousel solution made navigation intuitive and customer-friendly.”
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