Case studies
Heating Systems · Service & After-Sales
Automated customer support on technical documentation
The client
A leading Italian manufacturer of wood and pellet stoves, fireplaces and boilers, with an international presence. With a RAG assistant built on Chatwolf it automated information retrieval across dozens of product families in multiple languages, integrated into the existing ticketing.
The challenge
- Technical support on a complex product portfolio, with detailed procedures and troubleshooting.
- A need for consistent multilingual assistance across different markets.
- Support time and cost too high: technical requests took days.
- Unstructured documentation (PDFs with diagrams, tables, images) hard to leverage.
The solution
- Advanced PDF extraction: document structure, captioned images, searchable markdown with metadata.
- Hybrid search (semantic + keyword), hierarchical chunking and intelligent re-ranking.
- A scalable web app to manage document collections and process PDFs in the background.
- Direct integration into the existing ticketing, without changing the team’s workflows.
The results
days → hours
response times to customers
multilingual
complete, scalable document coverage
−cost
of support thanks to automation
