AI-based product advisor for pre- and after-sales

The challenge

Scheppach is growing rapidly, both in terms of revenue and product portfolio. With each new product line, the amount of knowledge about machines, accessories and applications increases significantly. At the same time, inquiries in pre- and after-sales are continuously rising. The service team cannot grow at the same pace. However, customers expect fast and reliable answers, ideally available at any time. Therefore, a solution was needed that makes existing product knowledge efficiently accessible and sustainably relieves the service team.

How we helped

XITASO developed an intelligent service assistant together with Scheppach, based on a custom-built agentic RAG platform, that automatically answers customer inquiries. It supports product selection before purchase as well as after-sales support for power tools, machines and accessories. The solution uses product data, operating manuals, FAQ content and information from the ERP system, combining these via intelligent search into precise, context-specific answers. The service assistant is deployed as a customer-facing widget in the webshop and as an internal tool for service staff with extended functionality. As an agent-based system, it autonomously selects appropriate data sources and retrieval mechanisms, identifies uncertain answers by evaluating response quality, and escalates critical inquiries to the human service team. An automated evaluation framework with human feedback ensures the continuous improvement of answer quality.

Technologies & Methods