AI chatbot for B2B and B2C marketing (German only)

A product that hardly anyone talks about

While the Geberit brand is well-known across Europe, less than 3% of the German-speaking population knows what a bidet toilets is. The Geberit AquaClean shower toilet requires explanation, and intimate hygiene remains a taboo subject for many. Furthermore, direct contact with end customers is usually handled by tradespeople, not Geberit itself.

Nevertheless, around 40,000 calls and 18,000 emails reach end-customer support every year. Many of these are recurring questions. With this volume, accessibility was below 55%, even though interested parties and customers expect answers around the clock. This led to three goals:

1. Available around the clock
2. Shift recurring phone and email inquiries to chat
3. Advise interested parties and convert them into leads

Combine sales and service in one chat

Geberit uses an AI assistant on its website that speaks on behalf of the brand as a "digital assistant." It understands inquiries in real time, pre-qualifies them, and provides answers. It covers two worlds: sales-related topics such as functionality, costs, installation, or finding specialist retailers, and service-related topics such as operation, maintenance, spare parts, or error codes.

The AI assistant distinguishes between trade partners and private customers. If someone shows strong interest in the product, it hands the conversation over directly to the live chat during service hours. The result: 25% fewer inquiries that need to be answered manually, and a service that is available around the clock.

This case study shows how Geberit makes a product that requires explanation tangible via chat, while simultaneously relieving the burden on both service and sales. In addition to automating 47% of all messages, Geberit saw an effect that no one had anticipated.

Learn, among other things:

• How Geberit shifted recurring phone and email inquiries to chat
• Which sales and service topics the AI assistant covers
• The four keys to success and Geberit's next steps

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• The unexpected effect the chat had on the taboo topic of shower toilets
• How Geberit converts 10% of conversations into leads