V-ZUG AI Assistant
Smart Product Guidance for a Seamless Customer Journey
V-ZUG’s AI Assistant, an AI-powered RAG chatbot, provides 24/7 product consultation, thereby optimizing the customer journey. With 9,000 interactions in nine months and only 0.6% negative feedback on responses, it relieves support and sets new standards in digital customer interaction.
About V-ZUG
V-ZUG is Switzerland’s leading premium appliance manufacturer, with over 110 years of innovation, quality, and sustainability under its belt. Headquartered in Zug, the company creates smart kitchen and laundry solutions designed to simplify everyday life through cutting-edge technology. As the market leader, V-ZUG is increasingly embracing digital tools to offer customers intelligent, efficient product support across every touchpoint.
Key Results at a Glance
Launch of an AI chatbot to enhance the customer journey
Over 9,000 completed chats within 9 months – with only 0.6% negative feedback
Significant drop in bounce rates thanks to intelligent user guidance
24/7 support with no wait times via Azure OpenAI integration
Seamless website integration for an improved shopping experience
Scalable architecture ready for future expansion and market demands
The Challenge: Meeting the Demand for Digital Advice
V-ZUG customers often have very specific, situational questions when shopping for appliances — for example, “Which washing machine best removes red wine stains?” Traditional website FAQs and product pages couldn’t fully meet these nuanced needs, leading to abandoned sessions or increased pressure on the customer service team.
To address this, V-ZUG needed a scalable, intelligent solution that could:
- Provide instant answers to highly specific customer queries
- Support decision-making and streamline the online journey
- Reduce strain on the support team while enhancing self-service capabilities
Solution & Approach: Building the RAG-Based Chatbot
To meet these needs, V-ZUG partnered with valantic to develop an AI-powered chatbot based on RAG (Retrieval-Augmented Generation) technology. RAG combines two core capabilities:
- Information retrieval from a vector-based database of up-to-date product content
- Natural language generation via Azure’s advanced OpenAI model
Together with V-ZUG’s internal team, the project was executed through:
- Analysis of real customer inquiries to train the chatbot for contextual accuracy
- Smooth integration into the existing website, without disrupting UX
- Continuous testing and optimization to ensure high usability and acceptance
Impact: Raising the Bar for Digital Product Guidance
The result is a smart, conversational assistant that delivers real-time, personalized product guidance — any time, without delays. In just six months, the chatbot achieved:
- 9,000+ user interactions
- Only 0.6% negative feedback – indicating high user satisfaction
- Noticeable decrease in bounce rates and longer on-site engagement
This AI-driven experience not only eased the load on customer support but also provided users with fast, tailored recommendations. Built on a robust Azure architecture, the chatbot is scalable and ready to evolve with changing user needs.
Customer Benefits: Fast, Smart, and Future-Ready
This new digital solution brings a fresh level of convenience and confidence to the online shopping experience. Key benefits include:
- Instant answers to detailed customer questions
- 24/7 availability with zero wait time
- Increased conversion rates via personalized product suggestions
- Enhanced website experience that supports exploration and purchase decisions
With this solution, V-ZUG has built more than just a chatbot — it’s created a strong foundation for ongoing digital innovation.
Conclusion & Outlook
With its AI-powered RAG chatbot, V-ZUG is setting a new benchmark for customer interaction in the digital age. The solution improves the user experience, drives conversions, and reduces the need for manual support.
