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Title
Puratos elevates customer engagement with Azure OpenAI Service chatbot
…s customers. That’s when the Purabot came in. Powered by Azure OpenAI Service , the Purabot is an AI-powered chatbot that makes it quicker and easier for customers to identify products to meet their needs. “When it comes to innovation, we are always curious to explore it, try it, and…
Description
Belgian bakery ingredients company Puratos built Purabot, a generative AI chatbot on Azure OpenAI Service, to help customers navigate its complex product catalog; 42% of customers now use it to source product information and 21% to find recipes.
…er, Puratos wanted to advance its customer service and engagement capabilities. Puratos turned to its long-standing partnership with Microsoft and utilized Azure Open AI Service to develop the Purabot to assist its customers with questions and provide on-demand help. The Purabot…
…delicacies they plan to produce, saving them time and streamlining the process. Now, 42% of Puratos customers consult the Purabot for products, and 21% search for recipes. Of those users, 14% wanted to reach out to a sales rep. Technology with two-fol…
Company
Puratos
…mpany embraces—and the game changing idea that it recently led to: the Purabot. An innovative Belgian company that offers products and ingredients for the bakery, patisserie, and chocolate sectors in 100 countries, Puratos needed to maximize its complex catalog of thousands of products and wa…
Country
Belgium
…enAI Service Azure SERVICES AND SUPPORT ORGANIZATION SIZE 1,000-9,999 employees COUNTRY/REGION Belgium BUSINESS NEED Customer experience Digital service Artificial Intelligence INDUS…
Industry
Consumer Goods
…lgium BUSINESS NEED Customer experience Digital service Artificial Intelligence INDUSTRY Consumer Goods Manufacturing Food and Beverage Retailers Process Manufacturing Share the story…
Problem
Puratos offers products and ingredients for the bakery, patisserie, and chocolate sectors in 100 countries, with a complex catalog of thousands of products and varying needs for each customer; without a dedicated team member available on demand to address customers' questions, helping customers navigate the catalog for their specific needs was a challenge.
…ingredients for the bakery, patisserie, and chocolate sectors in 100 countries. With a complex catalog of thousands of products, and varying needs for each customer, Puratos wanted to advance its customer service and engagement capabilities. Pu…
Solution
Puratos worked with its long-standing partner Microsoft to build Purabot, a generative AI chatbot powered by Azure OpenAI Service, so customers can explain what they are looking for and receive concrete product or recipe recommendations instead of searching for a specific product. The team first worked with Microsoft Azure to build a data lake to centralize previously inaccessible accumulated data, with Microsoft GenAI specialists helping save months of development time. Purabot launched first on the Puratos website in France, then in the United States and Belgium, with rollout to seven more countries planned and a third phase expanding further by the end of 2025.
…tores, and allows for processing of large volumes of data in its original form. Since the Puratos team had Microsoft GenAI specialists on hand to launch the project, it allowed for a smooth transition and effectively saved them months in development time. The Purabot helps customers understand which Puratos products are right for the…
Business value
42% of Puratos customers now consult Purabot for products, 21% search for recipes, and 14% of those users wanted to reach out to a sales rep. Purabot also surfaced discrepancies in product descriptions, leading the team to improve the quality of digital product content on the website.
…delicacies they plan to produce, saving them time and streamlining the process. Now, 42% of Puratos customers consult the Purabot for products, and 21% search for recipes. Of those users, 14% wanted to reach out to a sales rep. Technology with two-fol…
AI capabilities
Conversational AI, Generative AI
…mand to address customers’ questions, that posed a challenge for Puratos. Enter Purabot, Puratos’ Generative AI chatbot. “Instead of looking for a specific product, the customer explains what they are…
Business functions
Customer Service & Support
…complex catalog of thousands of products, and varying needs for each customer, Puratos wanted to advance its customer service and engagement capabilities. Puratos turned to its long-standing partnership with Microsoft and utilized Azu…
Technology
Azure OpenAI Service, Azure
…Bado, Data and Digital Manager, Puratos Discover more details CUSTOMER Puratos PRODUCTS Azure OpenAI Service Azure SERVICES AND SUPPORT ORGANIZATION SIZE 1,000-9,999 employees COUNTRY/REGION Bel…
Headline outcome
…delicacies they plan to produce, saving them time and streamlining the process. Now, 42% of Puratos customers consult the Purabot for products, and 21% search for recipes. Of those users, 14% wanted to reach out to a sales…
Use case type
Conversational assistant
…s customers. That’s when the Purabot came in. Powered by Azure OpenAI Service , the Purabot is an AI-powered chatbot that makes it quicker and easier for customers to identify products to meet their needs. “When it comes to innovation, we are always curious to explore it, try it, and…
