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DISPONIC AI chatbot: A new level of smart customer support

RAG
Large Language Models (LLM)
Customer:Bite AG
Industry:Technology

P&M developed an AI-supported chatbot solution for the DISPONIC platform for Bite AG. The chatbot answers customer queries in real time, processes image and text data and automates support processes. It integrates seamlessly into the existing system landscape, uses the latest LLM technologies and thus sustainably increases service quality - secure, scalable and available at all times.

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Real-time support with AI

The DISPONIC chatbot answers inquiries in seconds and significantly reduces waiting times. By using GPT-4, it can understand complex requests, formulate them precisely and respond based on context - around the clock.

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Multimodal processing

In addition to text, the chatbot also understands image content. Users can upload screenshots or photos that are automatically analyzed. This ensures faster problem solving and fewer queries.

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Seamless system integration

The solution is fully integrated into the DISPONIC backend, the knowledge database and the security infrastructure of Bite AG. This keeps data protected, processes stable and knowledge transfer within the company efficient.

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Challenges

Increase efficiency and quality in customer support

Bite AG was faced with the task of managing increasing support volumes with consistently high service quality. In addition to speed and availability, the secure processing of text and image data was crucial.

  • Integration of text and image data into the support processes
  • Increasing volume of inquiries with unchanged resources
  • 24/7 availability without compromising on quality
  • High data protection and system security requirements
Realization

Our solution: The DISPONIC AI chatbot

P&M combined the latest AI technologies with the existing DISPONIC infrastructure. The result is a chatbot that pools knowledge from different sources and makes it accessible using natural language - reliably, precisely and securely.

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Requirements analysis & architecture design

P&M worked closely with the Bite team to define objectives, data sources and security requirements. The technical architecture was designed for scalability and integration capability.

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Data integration & knowledge modeling

Existing content from the DISPONIC knowledge database was structured, vectorized and stored in a Weaviate vector store to enable semantic searches.

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RAG implementation

Retrieval Augmented Generation (RAG) made precise, context-related answers possible. The chatbot combines internal knowledge documents with generative answers from GPT-4.

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LLM integration & prompt engineering

GPT-4 and OpenAI embeddings form the basis for natural dialog guidance and semantic data analysis. Prompts were individually adapted to support scenarios.

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Security & Compliance

All processes have been implemented in compliance with the GDPR. Access restrictions, role management and secure API communication guarantee data security and governance.

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Testing & Monitoring

The chatbot was tested in real support environments. Ongoing optimization via monitoring tools ensures response quality, reliability and scalability.

Result

Measurable success in digital customer support

With the DISPONIC AI chatbot, Bite AG was able to fundamentally modernize its customer support. Routine queries are answered automatically, support teams are relieved and service quality is measurably improved - an example of genuine AI integration in a B2B context.

  • Response times reduced to seconds

  • 24/7 support with high quality standards

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