Customers looking for information about DLM’s load monitoring and lifting equipment can now receive immediate answers through DynaBot, a new chatbot introduced on the company’s website.
Developed in-house, DynaBot is trained on DLM’s products and services covering applications including offshore cable laying, oil and gas, marine and lifting. The system allows customers and end users to obtain information that would previously have required contacting the DLM team by phone or email.
“As a company that places a strong emphasis on service, we are always looking for practical ways to continuously improve how we support our customers,” said Martin Halford, Chairperson at DLM. “The chatbot enables us to provide quick, direct answers to queries, helping customers to find what they need without any delays.”
DLM developed the chatbot through an extensive training and testing programme using product brochures, datasheets, staff expertise, previous customer queries and common questions. Its responses have also been verified by the company’s engineers to ensure technical accuracy and safety.
The initial focus of DynaBot is assisting customers with product selection and helping users navigate DLM’s website more efficiently. According to the company, the technology is intended to complement rather than replace direct communication with its technical and customer service teams.
“It is about how we can leverage technology to maximise efficiency and really optimise the service we can offer, making things easier for the client and offering increased capability,” Halford added.
When DynaBot cannot answer a question, it can collect the user’s details for follow-up by a member of the DLM team or provide relevant contact information. DLM plans to continually update the platform, with future versions expected to handle increasingly detailed technical enquiries.
