As the Swiss subsidiary of the B. Braun Group - one of the leading manufacturers of medical technology and pharmaceutical products as well as a provider of services - Braun Medical AG has established itself as the market leader in Switzerland.
Due to the large product range, the customer service was repeatedly confronted with a high number of inquiries, as customers had difficulties finding the right contact person for their specific inquiries. In order to answer these automatically and thus relieve customer service, a concept was developed together with the aiaibot solution partner PIDAS and a chatbot was introduced.
The chatbot of B. Braun Medical picks up users directly on the home page and specifies a number of topics as possible search terms. Based on the respective query, the product area or the specified region, the chatbot then leads to the searched page. A highlight is that the chatbot is able to search the catalog of over 10,000 products using a free text entry of the product name and provide the correct contact for each product. The chatbot can perform this mapping based on a so-called classifier in aiaibot's AI Module. All products are assigned to the respective product areas in the training data of the classifier, for which in turn specific contact persons are responsible. Thus, the chatbot provides the correct contact person after a free text input of the product name.
Due to the great success of this chatbot, further use cases for intelligent chatbots are already planned at B. Braun Medical and are now in the implementation phase.