Product support made easy: MediaMarktSaturn launches AI chatbot for private label brands
MediaMarktSaturn is launching the “Smart Manual,” an AI-based chatbot that supports customers with questions about private label products. The service is available around the clock and answers inquiries via text or voice based on the available product documentation.
MediaMarktSaturn is taking the next step on its journey to become an Experience Champion by expanding customer service for its private label products. The “Smart Manual,” an AI-powered chatbot, answers specific questions about nearly 1,300 private label products around the clock. This enables customers to benefit from an even better shopping experience and tailor-made service.
The chatbot covers products from the private labels PEAQ, KOENIC, and ok. This includes major household appliances from washing machines to refrigerators, small household devices such as coffee machines and vacuum cleaners, all TVs and monitors, as well as the entire audio range with radios, players, and speakers. The ISY brand will also be added soon with selected products. The system covers the current assortment as well as products from the past two to three years, providing support for almost all available private label products. The database is continuously expanded so the chatbot is always up to date.
24/7 Service Throughout the Entire Customer Journey
The “Smart Manual” was developed together with partner Accesa and is based on a new, efficient Gemini model from Google. It leverages all available knowledge about MediaMarktSaturn’s private label products—far beyond the classic user manual. The bot searches all product-related documents, from instruction manuals to technical datasheets, FAQs, and the extensive knowledge base of the customer hotline. It not only finds information for the specific product in question but also draws insights from comparable products to generate precise and helpful answers. Communication with the “Smart Manual” is possible in numerous European languages.
The chatbot supports typical questions that arise after purchase, such as how to set up the product or what to do when an error message appears. It can also assist before purchase, helping with research or providing practical tips, such as whether a device will fit into the customer’s car for transport. The bot guides customers throughout the entire customer journey and aims to foster a better understanding of products, thus increasing customer satisfaction.
Rollout and Availability
The rollout will first take place in Germany on the homepage of the private label brands (IMTRON chatbot) to gather targeted feedback for further development. To raise awareness of the chatbot both online and in stores, flyers explaining how to access the bot will now be included with all products for which the service is available. In the future, integration into the MediaMarkt and Saturn online shops and shopping apps is planned. There, the bot will be accessible via the familiar chat bubble.
