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Liebherr-Hausgeräte, part of the Liebherr Group, has been successfully manufacturing premium refrigerators and freezers for both private and commercial use since 1954. Thanks to the virtual product ad…
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To ensure that all customers are satisfied with their purchased refrigerator or freezer, Liebherr-Hausgeräte has established an internal policy: No sale without a sound consultation beforehand. This presented them with the challenge to offer product advice online that is comparable in quality to that offered in a specialist store. The vision: an online product advisor who accompanies and advises online customers on specific questions up until the purchase decision.
As a first step, we brought together specialists from Liebherr-Hausgeräte in workshops in which consultation situations and conversation processes were simulated. We used the results to build a large system architecture, which also served as a requirements profile for the technology. In the next phase, we created the textual logics and the maintenance of the conversation processes in Pimcore. Interfaces to CSV, XML and JSON were implemented to ensure that the data available to the product advisor was up to date. The entire logic was transferred to the OrientDB graph database. The integration of the product advisor is very simple and can be completed with three lines of code. Liebherr-Hausgeräte uses integration via Google (Tag Manager) and can therefore display the product advisor specifically where advice is required. The search engine Elasticsearch is connected to keep the system efficient and responsive.
With the online product advisor, Liebherr-Hausgeräte now has a tool that supports customers in their purchasing decisions with intelligent advice. The chatbot enables interactive communication with the customer using a variety of media (videos, animations, etc.). Intelligent tracking of user actions makes it possible to continuously improve the quality of advice or proactively approach potential customers. And thanks to multi-domain use, the conversation can be continued on different media (homepage, store, blog, etc.) without interruption. The product advisor not only adapts automatically to the different markets (different product ranges, country-specific regulations, etc.), it also adapts conversation paths independently so that the consultation is dynamically adapted to the customer's needs. New conversations can also be created at any time via a maintenance interface.
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