Summary
A leading multinational machinery company with nearly 30,000 employees deployed an AI-powered technical support chatbot across its global dealer network. With hundreds of dealers and thousands of end customers relying on these tools for product support, the company needed clarity on who was using the assistants, where adoption lagged, and how to improve training and engagement.
Sector
Machinery and Equipment Manufacturing
Use case
AI assistant analytics for global dealer network
nebuly deployment
Secure, dealer-accessible analytics with white-label, embedded reporting options
Nebuly was chosen to measure adoption, identify training gaps, and securely share insights across this complex global network.
Nebuly delivers clear analytics for the company’s dealer support chatbot. Teams track which dealers are using the assistant, spot where engagement lags, and tie usage directly to training quality and product performance.
Integrated multi-level analytics
Nebuly measured intents, satisfaction, friction, and adoption at user, dealer, and regional levels. This enabled drill-downs from country to dealer to individual user for precise insights.
Prompt quality and training insights
Analytics linked prompt quality directly to error rates, revealing exactly which dealers needed training support and where performance was improving.
Secure dealer access
Role-based permissions and SSO-protected access ensured dealers could see only their own data. White-label components allowed the company to embed analytics into its internal dealer portals.
Feedback and product intelligence
Nebuly consolidated explicit ratings and behavioral signals, turning more than 2,500 annual comments into actionable product insights and dealer engagement opportunities.
Multi-brand and multi-project support
The platform scaled across multiple AI assistants and dealer networks, supporting the company’s vision for a unified “DealerOps Portal” serving multiple brands and business processes.
Country managers and dealer leaders now have clear visibility into activation rates, usage patterns, and performance gaps. The analytics platform became a core business process, enabling targeted training nudges, recognition of top performers, and data-driven expansion planning.
With Nebuly as the foundation for AI analytics across its dealer network, the company is moving forward with new digital initiatives, like rolling out a customer-facing AI assistant on its brand websites. With trusted analytics in place, the team feels confident expanding GenAI support to even more channels and users.
“The quality of the insights, both user intelligence and user issues with LLMs, is excellent.
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