A B2B catalogue and AI knowledge base that halved customer-service answer times
Engineers buying weighing equipment now find parts by application, request quotes and pull certificates themselves, and support answers what remains from a 900-article library in half the time.
Context
The client manufactures industrial weighing equipment in the United States: load cells, weight controllers and related instrumentation sold to engineers and integrators. Its products are technical, configurable and often need calibration certificates and documentation to accompany an order.
The problem
Buyers needed to find the right part by what they were weighing and where, not by catalogue number; request quotes for configured products; and retrieve certificates. The website did none of this well.
Meanwhile the support team answered the same technical questions by hand, searching a library of more than 900 articles that had grown over years without a structure anyone could navigate quickly.
Our approach
Two problems, one platform. We rebuilt the commerce site on nopCommerce and put the AI knowledge base on the same stack, so the catalogue, the documentation and the answers share one source of truth.
- Navigation by application. Products are tagged by weighing application and environment, so an engineer can start from the job and arrive at a shortlist.
- Configurable products and quotes. Product pages expose the options that change price or lead time, and a dynamic quote request carries the configuration to sales without re-typing.
- Certificates from data. SQL synchronisation feeds a certificate generator, so a customer can pull the document for a serial number instead of emailing for it.
- Retrieval-augmented answers. The 900+ articles were chunked, embedded and indexed. Questions retrieve the most relevant passages first, and the model answers from those passages with citations, so support can verify the source and customers can read the original.
What we built
- A nopCommerce B2B platform with application-based navigation, configurable product pages and dynamic quote requests.
- SQL Server synchronisation feeding an on-demand certificate generator.
- An AI knowledge base with retrieval-augmented search across the article library, with cited answers.
- Admin tooling to add and update articles so the index stays current without engineering help.
The result
Customers self-serve on part selection, quotes and certificates. Support answers the questions that remain from the same 900+ articles in half the time. The platform was delivered as a fixed-scope project in six months by one engineer.
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