drukomat

Seamless and
guided client journey

From Overwhelmed Support Teams to 24/7 AI-driven assistant: How the company scaled customer assistance and boosted conversions for a complex offering.

38 mln

possible configurations to choose from

330+

core
products

15K+

handled client queries monthly

The high cost of choice: why customers couldn't complete their orders

Drukomat, a leader in Polish B2B printing, had a challenge stemming from its impressive scale: 330+ core products yielding 38 million possible configurations. This immense complexity led to decision paralysis among B2B clients, stalling orders and burdening support teams with 15,000+ low-value queries monthly.

The core business problem was clear: the high mental effort required to specify complex products was translating into lost revenue through cart abandonment and excessive manual support. The aim was to build a new sales experience, an AI-driven digital concierge, that makes product complexity feel effortless and transforms Drukomat's users into confident buyers.

A concierge-led journey: eliminating user indecisiveness

We engineered the Drukomat AI Assistant – an agentic solution designed to act with business intent, not just respond to questions. It adopts a Concierge-like approach, leading the user from a general need ("I need flyers for a concert") to a specified, high-value order.

Guiding the purchase: from goal to specification

The assistant begins by focusing on the client's objective, immediately bypassing the confusing product grid. It then acts as a Navigator, seamlessly guiding the user through complex choices like paper weight, lamination, and folding options.

Managing user emotion through seamless escalation

Protecting the Experience

The system detects user frustration, errors, or explicit requests for a human, executing a fluid handover to a human agent.

Zero Friction

The agent receives the full conversation history instantly, ensuring continuity and contributing to a higher CSAT (Customer Satisfaction) score. This is projected to reduce the Bounce Rate by 20-35%.

Contextual upsell: increasing cart value organically

Once the assistant successfully specifies the core product, it leverages that context to increase the value of the basket. It suggests complementary products (e.g., matching business cards or a roll-up banner) that align with the project's solution, not an intrusive sales pitch.

Why it works

Recommendations are perceived as real assistance, building trust and organically driving AOV growth.

How guidance translated into higher revenue potential

Agents empowered to focus on high-value, complex sales and service.

15-25%

potential reduction in Cart Abandonment Rate

Minimalizing cognitive effort and guiding decisions among millions of variants.

10-20%

potential growth in AOV

Boosting revenue through contextual, trustworthy upsell recommendations.

feedback

The client’s opinion

“Working with Vazco on the AI assistant has been very collaborative. They took the time to understand how we work and what our customers need, and helped shape the assistant to fit our processes. The team’s guidance during the discovery phase gave us confidence that the solution will support our customers effectively once it’s live.”

Agnieszka Grochowska

Head of Marketing @ Drukomat

Taking personalization even further

As the project progresses, Drukomat is keen on further enhancing the assistant’s capabilities, particularly with AI-driven features such as product recommendations and voice-based interactions.

Learning from the Experts

The assistant will be trained on thousands of historical BOK (customer service) and call center transcripts to offer more nuanced, expert-level support.

Predictive Personalization

Introducing machine learning to generate highly tailored product recommendations based on individual user history and business needs.

Seamless andguided client journey