AI Powered Customer Experience Transformation for Schneider Electric

Overview

Schneider Electric India wanted to make its digital customer experience more responsive, convenient and intelligent across its online shopping ecosystem.

Yugasa implemented an AI powered conversational assistant on the Schneider Electric India ecommerce website and connected it with the company’s WhatsApp Business channel. The solution was designed to help customers find relevant products, understand product information, track orders, receive updates and get assistance without having to navigate through multiple support journeys.

The implementation also connected the conversational experience with Magento APIs, allowing the assistant to access product and order information and support customers through important stages of their buying journey.

The solution combined conversational intelligence, ecommerce integration, WhatsApp communication and live agent support into a single customer assistance experience.

Business Challenge

Schneider Electric operates a broad digital product ecosystem where customers may need assistance at different stages of their journey, from discovering the right product to checking an order or seeking support. A conventional website experience can require customers to search through product categories, locate relevant information and navigate separate pages for support and order related queries. This can make the journey longer, particularly when customers already know what they need but want quick guidance.

• Customer Support Across Digital Channels

  Customers needed a convenient way to ask questions and receive relevant assistance directly through the website and WhatsApp.

• Easier Product Discovery

  Customers needed help identifying products based on their requirements and desired features rather than simply browsing through product categories.

• Order Visibility

  Customers needed a simpler way to access order related information without depending entirely on manual support.

• Seamless Human Assistance

  When a conversation required human intervention, the business needed the ability to route the customer to a live agent without breaking the support journey.

• Continuous Improvement of Bot Intelligence

  The conversational assistant needed to improve over time through controlled monitoring of unanswered questions and fallback conversations.

Our Solution

Yugasa implemented a conversational AI solution designed around the way Schneider Electric customers interact with its digital channels. The assistant was embedded into the Schneider Electric India website with a customised interface aligned with the website’s visual identity. The same conversational experience was extended to WhatsApp through the official WhatsApp Business integration. The solution was connected with Magento APIs to support product discovery, product information, cart functionality and order tracking. The assistant uses Natural Language Processing to understand the intent behind customer questions within its trained business domain. It can recognise what the customer is trying to accomplish and guide the conversation accordingly. The solution also included a controlled intelligence management process. Unanswered questions and fallback conversations could be reviewed through the administration panel and incorporated into the knowledge base where appropriate. This enabled the business team to continuously improve the quality and relevance of the conversational experience.

Implementation Approach

Our implementation approach focused on integrating the conversational assistant into the existing customer journey while keeping the experience simple for both customers and the Schneider Electric team.

1. 01

   Discovery and Knowledge Preparation

   The business requirements, customer journeys and knowledge base provided by Schneider Electric were reviewed and structured for conversational use.

2. 02

   Conversational Experience Design

   The bot interface and conversational journeys were designed around customer intent, including product discovery, support requests, order tracking and general business questions.

3. 03

   Ecommerce and WhatsApp Integration

   The assistant was connected with Magento APIs for product and order information and integrated with the client’s WhatsApp Business channel.

4. 04

   Testing and Validation

   The conversational flows, product journeys, order tracking experience, cart functionality, WhatsApp communication and live agent routing were tested and validated.

5. 05

   Deployment and Intelligence Management

   The solution was deployed as a SaaS based implementation with an administration panel that allowed the Schneider Electric team to monitor conversations, review fallbacks and manage conversational knowledge over time.

Key Features Delivered

• AI Powered Customer AssistanceThe conversational assistant uses Natural Language Processing to understand customer intent and provide relevant responses within the business knowledge provided by Schneider Electric.
• Intelligent Product DiscoveryCustomers can describe the product or features they are looking for in natural language. The assistant connects with Magento product data and presents relevant product cards within the conversation.
• Add to Cart JourneyCustomers can add relevant products to their cart directly from the conversational experience and continue to the existing website checkout journey.
• Order Tracking and UpdatesThe assistant connects with Magento order information to support order tracking. WhatsApp notifications can also be sent after successful order placement and when the order status changes.
• Live Agent RoutingCustomers who require additional assistance can be transferred to a live agent. The administration panel provides controls for managing agents, monitoring conversations and viewing agent statistics.
• WhatsApp Customer EngagementThe solution extends customer communication to WhatsApp and supports approved template messages for product launches, offers and customer notifications.
• Feedback CollectionCustomers can provide feedback through the conversational experience, helping the business understand customer satisfaction and identify opportunities for improvement.
• Admin and Analytics DashboardThe administration panel provides access to chat logs, lead information, visitor information and traffic sources. The Schneider Electric team can also manage conversational knowledge and WhatsApp template messages from the panel.

Business Impact

The implementation created business value by bringing customer assistance, product discovery and order support closer to the customer at the point where the interaction takes place.

• 24/7 Digital Assistance

  Customers can access the conversational assistant whenever they need support through the available digital channels.

• 2 Customer Touchpoints

  The solution brings conversational assistance to both the Schneider Electric website and WhatsApp Business channel.

• Faster Product Discovery

  Customers can describe their requirements naturally and receive relevant product options without relying entirely on conventional website navigation.

• Lower Manual Support Dependency

  Routine product and order related queries can be handled conversationally, allowing support teams to focus their attention on conversations that genuinely require human intervention.

• Better Customer Visibility

  The administration dashboard gives the business greater visibility into conversations, visitor activity, leads, fallbacks and agent interactions.

• More Connected Buying Journey

  Product discovery, product information, cart functionality and order tracking are brought together within a connected digital assistance experience.

• Continuous Improvement

  The controlled fallback management process gives the business a practical way to identify gaps in the knowledge base and improve future conversations.

• Stronger Customer Engagement

  WhatsApp notifications and template messages create an additional channel for communicating order updates, offers and new product information.