Multilingual technical customer service chatbot

The client

A Spanish automotive parts manufacturer selling to distributors and workshops across Europe. 15,000+ SKUs in the active catalog, B2B support handled by a 6-person team operating in Spanish, English, French, and Portuguese.

The problem

Customer service was a bottleneck. Technical queries required looking up parts across a vast catalog, checking vehicle compatibility matrices, and often consulting with engineers. Response times averaged 4–6 hours during business days. Non-Spanish queries took longer because only 2 of 6 team members handled them.

What we built

A multilingual conversational assistant embedded on the B2B portal:

• Understands technical automotive queries in Spanish, English, French, Portuguese
• Searches the full 15,000+ SKU catalog by part number, vehicle compatibility, or description
• Provides specs, compatibility info, and real-time availability
• Handles common workflow: “I need X for a 2018 [model], available in stock?”
• Escalates complex queries to human agents with full conversation context
• Learns from escalation patterns — new query types we handle get added to the agent monthly

Tech stack: Claude API, custom catalog integration, multilingual prompt engineering, web widget embedded in the B2B portal.

The result

• 82% of queries resolved without human intervention
• Response time: from hours to seconds for standard queries
• 24/7 availability in 4 languages
• Human agents shifted from answering repetitive queries to handling complex technical consultations and escalations
• Customer satisfaction (CSAT measured post-interaction) improved from 7.2 to 8.6 out of 10

The remaining 18% — genuinely complex queries — now receive full human attention instead of waiting in a queue of routine questions.