Case
Hartmann – Generative AI & Content Automation
Table of contents
Revolutionizing customer support with AI
Hartmann Group, a pioneer in healthcare and hygiene products since 1818, operates in over 100 countries, providing essential wound care products and solutions to healthcare professionals and patients worldwide.
Their customer support chatbot, Eva, is a critical tool for providing accurate information about product usage and wound care treatment.
The Challenge
The organization faced significant challenges with their GenAI chatbot implementation:
Eva’s initial performance showed only a 50% hit rate, falling far short of operational requirements
Strict guardrails implemented for accuracy resulted in many questions being ignored
The chatbot struggled to meet the high standards required in a regulated healthcare environment
Customer support efficiency was compromised by the chatbot’s limited functionality
The Process
AUDIT AND ANALYSIS
Conducted a thorough audit of Eva’s performance, identifying six key areas for improvement
Developed a comprehensive improvement plan with three critical action points
IMPLEMENTATION AND REFINEMENT
Phase 1: Redefined scope and initial improvements, boosting hit rate to 80%
Phase 2: Integrated document-level context, increasing accuracy to 85%
Phase 3: Added comprehensive contextual enrichment, reaching 88% hit rate
Phase 4: Reduced noise and enhanced context with metadata and structured data, achieving 98% hit rate
Results
Enhanced Accuracy: Hit rate increased from 50% to 98%, ensuring reliable and accurate responses
Operational Excellence: Transformed Eva into a fully operational chatbot meeting regulatory requirements
Improved Customer Experience: Significantly higher customer satisfaction and engagement
Industry Leadership: Established new standards for AI-powered customer support in healthcare
“With the guidance of Dignify, we transformed our chatbot into a fully operational agent, seamlessly integrating Hartmann data and LLM comprehension, resulting in a B2C GenAI chatbot that answers absolutely accurate responses in a highly regulated environment.”
— Tamas Balog, Global Digital Marketing and Customer Engagement Lead at Hartmann
