Effectively Utilizing an AI Chatbot for Customer Experience Management

AI Chatbot for Customer Experience Management

For several years, Wuppertaler Stadtwerke had recognized the need for a chatbot solution to optimize their sales and customer processes. With the breakthrough of generative AI and the resulting market dynamics, the development of a website chatbot was prioritized as part of the company’s digitalization strategy in early 2025 — and just a few months later, it successfully went live.

1. Initial Situation

During the evaluation of AI chatbot providers, several internally discussed and long-term planned use cases were taken into account. Of key importance were multi-channel solutions, such as communication via the website and WhatsApp, as well as the potential for further expansions in process automation beyond search and communication. The decisive factors in choosing a provider were the functionality and the value for money offered by aiSuite. The first implementation was an FAQ bot on the website.

2. Challenge

The content of this website is developed and maintained by several business units. To achieve good chatbot results across the diverse topics, various lists of example questions were initially created. However, it became clear that a different website structure would make the content expansion of the AI chatbot easier in the medium to long term.

3. Implementation

Under the coordination of the “Customer Experience Management” department, a cross-departmental test file was created. After crawling the website content, a friendly user test helped identify sources of errors, which were resolved by adjusting the prompting.

4. Result

The website chatbot was able to go live within just a few months and is now an integral part of reporting. Currently, changes in telephone and email volumes are being tracked.

5. Outlook

As part of an AI workshop, the company has initiated further AI projects but plans to expand chatbot usage in the coming year. The focus will be on self-service processes for master data updates and contract management.