Durabuilt Windows and Doors is a leading manufacturer in Western Canada, recognized for operational excellence and consistent innovation. As warranty policies evolved and product lines expanded, the company needed a smarter way to support internal teams handling warranty and product related queries.
Problem: scaling warranty and product support with evolving policies
As Durabuilt updated its warranty policies, support teams faced increasing complexity. Agents manually searched warranty PDFs, compared policy versions, and aligned responses with customer specific product scenarios. This process caused delays, inconsistent answers, and limited scalability as products and policies expanded.
At the same time, manufacturing and lifecycle data remained disconnected from support workflows. Warranty decisions relied on static documents instead of contextual product metadata. Durabuilt needed an AI driven support layer with structured reasoning, contextual classification, and IoT readiness.
Solution: AI customer support chatbot
GoML designed and delivered an MVP AI customer support chatbot to serve as an intelligent warranty and product support assistant. The system provides first level decision support for internal teams and establishes a scalable foundation for connected, IoT-enabled workflows.
The solution leverages an Agentic AI boilerplate. Coordinated AI agents handle query classification, document retrieval, contextual enrichment, and response generation in a structured pipeline.
Conversational warranty and product support assistant
Support teams interact with the AI customer support chatbot through a lightweight interface.
The chatbot:
- Classifies queries as General, 2023, 2024, or Out of Context
- Identifies the relevant warranty year logic
- Retrieves the most relevant indexed policy sections
- Highlights key differences between policy years when required
- Generates structured, documentation grounded responses
Vector-based technical documentation retrieval
Warranty PDFs for 2023 and 2024 are stored in Amazon S3 and indexed into OpenSearch.
Amazon Titan Embed Text v2 converts documents and queries into embeddings for semantic search, and Claude 3.5 Sonnet on Amazon Bedrock generates the final response.
This keeps answers grounded in official warranty documentation.
IoT-ready contextual intelligence
AI Matic ingests structured metadata such as product model, manufacturing batch, installation date, and inspection data to align warranty logic with product lifecycle context.
As connected manufacturing systems evolve, IoT signals can link warranty queries to specific production details.
The chatbot then generates responses based on both policy year and product data, enabling predictive service and data driven warranty analytics.
Backend infrastructure and secure deployment
The MVP includes scalable backend infrastructure provisioned through CloudFormation.
Core components include:
- Amazon S3 for warranty document storage
- Amazon OpenSearch for vector indexing and retrieval
- Amazon SageMaker for execution workflows
- Amazon Bedrock running Claude 3.5 Sonnet
- IAM roles for secure access control
Impact
- 60% Reduction in response time
- 45% Faster, personalized support
- 35% Lower support-related operational costs
About
Before Gen AI and after Gen AI
“With AI Matic, we transformed warranty support into a structured AI-driven system that connects documentation, policy intelligence, and product context into a scalable support framework.”
Prashanna Rao, Head of Engineering, GoML
Key takeaways for manufacturers
Common challenges
- Warranty documents grow more complex each year
- Policy updates increase decision complexity
- Manual document search slows resolution
- Product lifecycle data remains siloed from support
Practical guidance
- Deploy an AI customer support chatbot as the first support layer
- Use semantic vector search instead of keyword search
- Implement agentic AI for structured reasoning and workflow control
- Design systems to ingest IoT and product metadata
- Log interactions to improve warranty analytics and product insights
Ready to modernize warranty and product support?
Partner with GoML to accelerate the development of production-ready AI customer support chatbots with AI Matic.
