Using AI as a Competitive Differentiator

End User

LNS North America Inc.

513-528-5674

www.lnsgroup.com

Solution Provider

Rimon Technologies

872-335-4974

www.rimon.tech

Challenge

Reduce the number of service calls handled by workers and transfer knowledge from experienced to inexperienced workers.

Solution

An AI-powered chatbot and a video-based documentation system.

Manufacturers have found that it has become more difficult to compete on the quality of their products alone. That’s according to Philipp Saurer, chief digital and strategic project officer for LNS Group in Switzerland, which produces machine tool peripherals. “LNS traditionally has been the leader in peripherals. We still offer great products, but over time our competition caught up to us, and so it’s much harder now. That means we need to find other ways to stay ahead of the competition, and that’s why we explore some technologies such as AI and XR (extended reality).”

Saurer noted that LNS determined that incorporating an artificial intelligence-powered chatbot for customer service support was its easiest use case. After evaluating companies to partner with, LNS selected Rimon Technologies in Switzerland. “We felt that Rimon was the most pragmatic partner for us to work on this chatbot and also the one with solid technology and real good knowledge, and they were the ones who were most into our use case.”

LNS launched its chatbot more than a year ago on its website, portal and app, he added. The automated chatbot with an AI-powered digital library reduces the number of calls that LNS’s service teams handle, relieving pressure on them. For example, the company has created a vast trove of documents over time, but finding the answer to a particular problem can be challenging because individual documents can be multiple pages long and in multiple different languages.

“Putting those documents into a digital format that they’re exploring with AI has an enormous value because now it becomes much easier to read it,” Saurer said. “The chatbot will look it up, convert it to your language and then give you an answer.”