Use Case OTTO

Industry: Construction Chemicals

AI Product and Application Advisor

Automated, AI-powered responses to technical customer enquiries

Product: High-quality sealants and adhesives for the construction industry
Target group: Tradespeople, specialist retailers, construction planners

About OTTO-CHEMIE

Hermann Otto GmbH – better known as OTTO-CHEMIE – has been one of the leading specialists in sealants, adhesives, potting compounds and coatings for over 140 years. With innovative solutions ‘Made in Germany’, the company supplies the trades, industry and the construction sector worldwide. Whether sealing façades, bonding sensitive materials or potting technical components, OTTO stands for the highest quality, durability and practical solutions that offer applicators, planners and partners the greatest possible reliability.

A noticeable reduction in the workload for application support

Additional values for OTTO-CHEMIE

Prompt, well-informed and high-quality responses to technical enquiries

A valuable digital service for our customers – available 24/7

A noticeable reduction in the workload for application support

A self-learning solution that can be continuously optimised without the need for AI or programming skills

Future implementation in other languages is easily possible

Scalable customer service whilst maintaining consistently high standards of quality and compliance

Transparent evaluation and analysis of customer enquiries as a basis for optimisation

Goal

Improving efficiency in application engineering through intelligent customer communication

Improving efficiency in application engineering through intelligent customer communication

OTTO wanted to make the processing of technical enquiries relating to sealants and adhesives significantly more efficient. The focus was on providing tangible relief for the application engineering team, which processes the majority of enquiries manually. At the same time, the aim was to ensure service quality, technical accuracy and compliance with regulatory requirements – whilst enabling rapid implementation without complex IT projects.

Solution

Ask OTTO – AI Product and Application Advisor

Ask OTTO – AI Product and Application Advisor

OTTO-CHEMIE opted for FoxBase’s AI Product Expert, which was ready for immediate use without the need for lengthy implementation phases. By integrating existing technical documentation, a structured knowledge base was established in a short space of time.

Building on this, an AI-powered product and application advisor was developed and integrated into the website as a chatbot. The application engineering team can independently further develop and continuously optimise the solution – without any knowledge of AI or programming and without relying on IT resources.

Result

Significant relief and scalable customer service

Significant relief and scalable customer service

Thanks to the AI product and application advisor, OTTO has been able to handle technical enquiries much more efficiently – particularly in the field of application engineering. An increasing proportion of standard enquiries are now being answered automatically and to a high standard. This results in faster response times, consistent communication and a measurable reduction in the workload of day-to-day operations.