Case study

Migrating Hansgrohe's Chatbot, Hans

The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe and AXOR. To enhance customer service, they launched Hans, a virtual assistant. As Hans outgrew its platform, Hansgrohe partnered with CDI to find and migrate to a more scalable solution, ensuring a seamless transition while maintaining high service standards.

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Scope

Auditing, Consulting

Channel

Chatbot

Industry

Utilities

Solution

Customer support

Growth area

Culture↗ Systems↗

Weeks' turnaround

105

Intents migrated to new platform

1K +

Training phrases migrated

“From the beginning we had a really good feeling about working with Conversation Design Institute. Even the meetings were fun! And so great that we could speak German with Conversation Design Institute.”

Sarah Zapf

Product owner

Summary

The Hansgrohe Group, a leading global sanitation company based in Germany, is renowned for its premium brand Hansgrohe and luxury brand AXOR, emphasizing quality, innovation, and design. To enhance customer service, they introduced a virtual assistant named Hans. Initially successful, Hans eventually outgrew its platform, prompting Hansgrohe to seek a more suitable solution. Conversation Design Institute played a crucial role in finding and migrating to a new platform, ensuring the transition was accurate, swift, and focused on maintaining high customer service standards.

The challenge

CDI assisted Hansgrohe in their platform selection by helping identify the key requirements.

Before making a decision, it was important for Hansgrohe to have the following three questions answered.

Firstly, how could a migration be enabled to allow a seamless continuation of customer service support? Secondly, would the new platform allow for any improvements to be made to Hans - especially in regards to building out transactional journeys? And, finally what support could each of the prospective candidate platforms offer Hansgrohe’s team?

After making sure that all of these questions were satisfactorily answered, the winning bid fell to Cognigy.

How we supported

In just two months, CDI assisted Hansgrohe with the migration and reconstruction in Cognigy of Hans’ entire chatbot corpus. This included over 100 intents, 1100+ training phrases, and various entities.

This migration leveraged Cognigy's advanced capabilities, including improved lexicons, to significantly enhance user experience and clarity, particularly with technical topics. CDI conducted 14 rounds of testing and optimization, transitioning from Hans 0.1 to the live Hans 0.15.

Since launch, efforts have focused on refining content and adding features, such as automating customer requests and aiding product searches. Hans is now able to offer its service to a much wider and more diverse audience.