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Revolutionizing Customer Support for eZ 35 GmbH, a Leading Metal and Steel Construction Planning Firm in Germany


eZ 35 GmbH, headquartered in the greater Regensburg area, is a specialized firm offering services in the field of construction and craftsmanship. With over 20 years of expertise in planning and executing metal and steel construction projects, the company provides comprehensive support from project initiation to completion. Positioned in Bayern, in Regenstauf near Regensburg, eZ 35 enjoys strategic proximity to clients and projects. The company places a strong emphasis on service quality and expert consultation facilitated by cutting-edge equipment.

Problem Statement:

Despite their proficiency in delivering construction-related services, eZ 35 faced challenges in providing efficient and responsive customer support. The need for instant assistance and effective communication became apparent as the customer base expanded. Traditional support channels proved to be inadequate, leading to delays in issue resolution and a decline in overall customer satisfaction.

Solution Offered:

To address the customer support challenges at eZ 35, we proposed a comprehensive solution that involved WhatsApp API integration and the implementation of an AI-powered chatbot on the company’s website.

WhatsApp API Integration:

The integration of WhatsApp Business API into eZ 35’s customer support infrastructure allowed the company to leverage the widespread use of WhatsApp in Germany. Clients could now directly connect with the support team through WhatsApp, creating a more accessible and convenient communication platform.

Live Chatbot Implementation:

In addition to WhatsApp integration, we implemented a live chatbot on eZ 35’s website. This chatbot, powered by OpenAI’s advanced natural language processing, was designed to understand and respond to customer queries in real-time. It could efficiently handle a wide range of inquiries, from project information to technical specifications.

AI Integration for WhatsApp Chat Support:

The innovation extended to integrating OpenAI’s AI capabilities directly into the WhatsApp chat support. This enabled the chatbot to not only assist with routine queries but also engage in more complex and technical conversations. The AI model was trained to understand the specific terminology used in metal and steel construction, providing accurate and context-aware responses.

Benefits and Results:

The implementation of WhatsApp API integration and AI-powered chat support brought significant benefits to eZ 35:

  1. Swift and Personalized Support: Customers now experienced instant and personalized support through WhatsApp, enhancing overall satisfaction.
  2. Workload Reduction: The AI-powered chatbot efficiently handled routine queries, allowing the human support team to focus on more complex issues, ultimately reducing response times.
  3. Increased Customer Satisfaction: With quicker response times and improved issue resolution, eZ 35 observed a notable increase in customer satisfaction scores.
  4. Enhanced Operational Efficiency: The integration of AI into the WhatsApp chat support system streamlined operations, making the customer support process more efficient and cost-effective.

The collaboration between eZ 35 and our team resulted in a successful implementation of WhatsApp API integration and AI chatbot technology, transforming customer support and reinforcing eZ 35’s commitment to innovation and client satisfaction.

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