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AI-supported customer support directly in Outlook

RAG
Large Language Models (LLM)
System Integration
Customer:Firstlaser GmbH
Industry:Trade

First Laser GmbH offers laser and digital printing solutions as well as custom-made plastic and wood panels and configurable products via its online store expresszuschnitt.de. To efficiently manage the increasing support workload, P&M developed an AI plugin for Outlook that automatically answers customer inquiries and integrates ERP and PIM systems.

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58% increase in efficiency

The processing time for support requests has been reduced by 58% per employee. Automated responses to frequent customer queries allow the team to focus on more complex issues and save valuable time.
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Customer satisfaction

Thanks to faster response times and precise answers to inquiries, customer satisfaction has been sustainably improved. Customers quickly receive the information they need, which contributes to positive customer loyalty.
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More quality

The quality of support responses has been noticeably improved through the use of the AI plugin. Automated responses are consistent and reliable, which means that fewer errors occur and the quality of customer support increases.
Firstlaser logo
★★★★★
With the support of P&M, we have revolutionized our customer support. The AI chatbot provides precise and fast answers, integrates seamlessly into our systems and learns continuously. Our customers are delighted with its efficiency and accuracy. An all-round successful solution!
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Andreas Schöner
Managing Partner First Laser GmbH
Firstlaser-Case-1

Challenges

Increase efficiency and quality in customer support

expresszuschnitt.de's customer support team was faced with the challenge of answering a large number of customer queries quickly and accurately. These ranged from simple queries about order status and product information to more complex technical questions that required individual data queries.

  • Up-to-date response to customer inquiries based on the latest information.
  • Dealing with both simple and complex technical queries
  • Quick and precise response to a large number of customer inquiries
  • Assisting support staff to increase customer satisfaction
Implementation

Seamless AI integration in Outlook

During implementation, a particular focus was placed on integrating direct user feedback to optimize the system. At the same time, 20,000 support emails were standardized and anonymized to ensure data quality. The solution was seamlessly integrated into existing ERP and PIM systems in order to process live data. Finally, the FAQ data and mail histories were persisted in a vector database and contextual responses were generated using RAG technology.

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Requirements analysis & data preparation

20,000 support emails were anonymized, standardized and structured in order to create a clean database for the training and retrieval models.

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System integration & architecture design

ERP and PIM systems were connected via APIs. This allows order and product data to flow into the response generation process in real time.

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Vector database & RAG setup

FAQ data and mail histories are persisted in the Vectorstore. With Retrieval Augmented Generation, the system combines context-related information with LLM answers.

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Outlook Plugin Development

The solution was integrated directly into the Outlook interface. Employees can check, adapt and send automatically generated responses - without having to switch systems.

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Feedback integration & continuous learning

User feedback is automatically analyzed in order to continuously improve the response logic and hit quality.

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Testing & Rollout

Extensive tests under real conditions ensured performance, stability and compatibility. After a successful pilot phase, the system was rolled out across the board.

Result

Increased efficiency and quality in customer support through AI

With the new AI plugin, First Laser GmbH was able to make its customer support 58% more efficient. Employees are relieved, customers receive precise answers more quickly and the integration into Outlook ensures seamless processes without additional tools.


  • AI-generated answer suggestions make work easier for support staff, as they only need to be checked

  • Optimized efficiency thanks to the seamless integration of the AI plugin in Outlook

  • Shorter response times in customer service thanks to efficient AI support

  • Increased customer satisfaction thanks to fast and precise responses to inquiries
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