A global chemical manufacturer, specialized in high-performance lubricants and specialty chemical products, faced a major challenge. With over 6.000 employees in 50 countries and a product portfolio of more than 10.000 items, it was essential to provide employees and customers with fast and accurate information. Recurring questions about product properties and applications placed significant pressure on customer service and the sales team.
Macaw developed an Enterprise GPT Solution—an AI-powered platform that optimized these processes and significantly boosted overall efficiency. Read on to discover how AI can elevate your customer service.
Enterprise GPT Solution: Advanced AI Powered by Azure OpenAI
Using Azure Storage and AI Search, we integrated product documentation and troubleshooting data into an OpenAI chatbot. The chatbot leverages GPT-4 Turbo and Ada-002 models to deliver fast and accurate responses to customer inquiries. With this technology, the manufacturer now has a centralized knowledge base, providing direct access to product information for both customers and employees.
But this solution is more than just a chatbot. The Enterprise GPT Solution combines AI-driven customer interaction with a comprehensive database and smart search functionality. Integrated into PowerApps and Microsoft Teams, it ensures users have seamless access to AI support—anytime, anywhere. This creates a cohesive and efficient digital work environment.
Key Benefits of the Enterprise GPT Solution
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Speed and Efficiency: Immediate access to all product data—over 10,000 products—reduces response times and supports the entire sales team.
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Accuracy and Consistency: The AI agent ensures up-to-date and error-free information, increasing reliability.
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Enhanced Customer Satisfaction: Fast, precise answers contribute to a positive customer experience.
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Effective Issue Resolution: AI Search understands context, not just keywords, ensuring the right solutions are matched with each query.
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Scalability: Easily adapts to new product lines and evolving specifications.
Chatbot Pro: Beyond Standard Copilot Studio
To enhance usability and intelligence, Macaw extended the capabilities of Microsoft Copilot Studio by integrating:
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Speech-to-Text: With Whisper technology, users can ask questions via voice, improving accessibility.
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Conversation Archiving: All interactions are logged for compliance and internal reference.
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Feedback Mechanism: Users can rate responses, enabling continuous learning and refinement of the AI.
Using advanced technologies such as Azure OpenAI Services, Microsoft Fabric, and PowerApps, the solution streamlines operations and strengthens decision-making. This not only enhances customer satisfaction but ensures long-term scalability and innovation readiness. Future integration with Copilot Studio also leaves room for continuous development.
Macaw: Your Guide in the Era of AI
With over 30 years of experience in innovation and technology, Macaw is your trusted guide in the Era of AI. We help organizations unlock the full potential of AI and digital transformation—navigating the complexity of modern business to become future-proof and gain a competitive edge.
Want to explore how AI can transform your organization? Get in touch with our experts and start your journey today.
