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DIALOGO for customer care
The chatbot that simplifies post-sales support
for machinery manufacturers
Context
For industrial machinery manufacturers, managing customer service represents a huge drain on time and energy.
Customers are often spread across different countries and must navigate complex technical manuals, often in languages other than their own.
In this scenario, providing fast and consistent support becomes a daily challenge.
The challenge
An industrial machinery manufacturer sells its machines to customers who have plants in multiple locations and countries.
End users struggle to:
- quickly access manuals specific to their machine,
- link issues reported by the machinery to user errors,
- make reports or receive technical support immediately.
On the other side, the manufacturer struggles to:.
- monitor how the machines are used,
- identify critical points in the documentation,
- manage the sharing of information consistently for each machine and customer,
- have the time available to provide personalized and in-depth assistance when necessary.
Therefore, a tool was needed that would facilitate both operators’ access to information and the manufacturer’s management of support and documentation.
The Solution
Thanks to the integration between IXON Cloud and DIALOGO, operators can query manuals and databases in natural language, obtaining quick and contextual responses specific to their machine.
At the same time, the manufacturer’s team can use the Admin panel (or the equivalent dedicated module for IXON Cloud customers) to manage all aspects related to machines, documentation, and support requests in a structured way:
Included Admin Features:
Customer Management
management of DIALOGO user accounts, assignment of access rights, and association of purchased machines to each customer via IXON Cloud
Machine Management
registration of sold plants and linking of each machine to its relevant manuals, so that operators see only the pertinent documentation.
Document Management
uploading, updating, and organizing technical manuals with direct mapping to each installed plant.
Notification System
real-time receipt of problems reported by users
Request History
centralized analysis of tickets and feedback to improve both assistance and technical documents.
In this way, DIALOGO within IXON Cloud becomes not only an assistant for operators, but also an intelligent channel for post-sales communication and support for the manufacturer.
Results
The adoption of DIALOGO has enabled the manufacturer to achieve tangible benefits:
- Drastic reduction in the technical support workload, thanks to immediate and contextual responses provided directly to the operator.
- Improvement in customer experience, with a more direct, continuous, and digital relationship between the manufacturer and the end user.
- Access to real usage data on the machinery, useful for optimizing support effectiveness.
- Precise identification of documentation gaps, facilitating the integration or revision of manuals to make DIALOGO the main interface for customer support requests.
- Higher quality support, thanks to a centralized history of tickets and feedback.
