The Client

Our client is a global leader in specialty chemicals and ingredient distribution, connecting suppliers and customers across industries like pharmaceuticals, food and nutrition, personal care, and coatings.The company operates in over 50 countries, delivering deep market expertise, technical support, and regulatory guidance. 

Their mission is to simplify complexity by bridging the gap between innovation and application, helping businesses develop high-performance products while ensuring compliance with evolving industry standards.

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‍The Business Case

The company faced a significant challenge in managing and processing thousands of chemical specification sheets containing essential data on properties, risks, and applications. The manual handling of this ever-expanding dataset was slow, resource-intensive, and unable to scale with increasing demand. Resulting in response delays impacting customer service. 

The company envisioned an AI chatbot, embedded within the customers' B2B portal, to transform formulation optimization advisory from a manual process into an instant, AI-driven search tool. 

After initially choosing to work with the Snowflake Data Cloud, they approached Tropos to develop an AI solution on top of it.

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The Approach

We prototyped an integrated model reflecting the advisory workflow to assess current technology and define the next steps.

Close collaboration with business experts was crucial due to the complexity of data and varying constraints in the advisory process.

Key steps:

• Extracting and standardizing supplier data from PDF specifications.
• Enabling natural language retrieval across suppliers and products. And managing the quality of the conversations generated by the LLM.
• Incorporating sales history and company policy constraints.

Next Steps for further rollout:

• Further refining how text is retrieved from the internal knowledge repository to optimize chatbot interactions.
• Implementing more smart approaches to handle diverse document formats, reducing reliance on inefficient manual processes.
• Integrating the chatbot into the B2B portal to serve as a live advisor, assisting customers to improve their formulations.
• Monitoring and refining conversation quality while rigorously applying industry and company regulations to all outputs.

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The Results

• 75% faster document retrieval 
• 20% improvement in customer response times
• The development of this prototype, paved the way for a broader introduction of AI adoption within the company.

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What Tropos can do for you

Are you looking for a data services partner who can help you turn business problems into AI solutions at any stage in your digital transformation journey? A partner who supports AI and machine learning solutions from inception to production? A partner who believes in a healthy balance between ambition and technology to build, deploy, and maintain models that expose data-driven insights in an automated and repeatable way and with a positive ROI impact?

Don't hesitate to contact us—let's discuss how we can support you!