How Generative AI and Lucidworks Enhance B2B Commerce

Lucidworks built its latest integration with generative AI for B2B commerce and manufacturing organizations. According to a recent survey, one of the most expected impacts of generative AI in B2B manufacturing is improvements in business operations. This makes sense considering how complex B2B purchases often are and the extensive product discovery and product search information that’s required.

In our Field Guide we explain why generative AI isn’t just a plug-and-play solution. It’s critical to ground AI-generated responses in truth, a capability that Lucidworks‘ Fusion platform offers. Unlike relying on open-ended AI models alone, the integrated solution combines retrieval and generation to ensure accurate and relevant answers, enhancing the site search experience.

Discover Generative AI and Fusion in Action

To demonstrate the power of these concepts, Lucidworks VP of Sales Engineering conducted a live demo using New Pig, a B2B commerce company specializing in industrial supplies. Check out the video to get an inside look at how users can interact with AI systems to get detailed information about products, compatibility, disposal, and more, utilizing the power of semantic search to improve product discovery.

How to Implement AI in B2B Commerce Experiences

There are three key ways to leverage Fusion and generative AI B2B commerce and manufacturing:

• Question Answering and Personalization: Large language models can help users get accurate answers to intricate questions about products, compatibility, usage, and more. The AI system understands questions and grounds responses in the truth, accelerating the path to purchase.
• Content Enrichment: Lucidworks Fusion can enrich content by summarizing lengthy documents to help users understand the information more quickly. Additionally, AI can provide suggestions and refine users’ queries, improving relevance and accuracy through semantic search.
• Understanding and Personalization: Beyond question-answering, AI understands the context behind questions and supports personalization to tailor marketing and communication strategies.

Customer Success Stories

Boosting User Engagement and Revenue: Lenovo’s Journey with Lucidworks

Transitioning Lenovo.com’s site search function to Fusion’s open-source technology not only enhanced their product search capabilities but also significantly contributed to their bottom line. In the first year alone, they saw a 95% increase in annual revenue through search. The site search relevancy improved by 55% within just a few months of activating Fusion signals. Fusion’s machine learning tools have proven invaluable in personalizing site search results for their diverse customer base across 180 markets, effortlessly handling over 60 different languages. The seamless product discovery and enhanced user engagement have set a new benchmark for their B2B, SMB, and B2C businesses.

Empowering Self-Solution: Red Hat’s Success with Lucidworks

Implementing Lucidworks’ Fusion on their support portal transformed how their customers interact with their knowledge base. The machine learning models and Fusion signals intuitively understood user intent, delivering precise site search results that enabled customers to self-solve issues, download necessary software, or swiftly troubleshoot error messages. Within two months in 2020, they witnessed a remarkable support case deflection rate of 7.39%, a 311% increase from the rate in October 2018. The improved semantic search has not only enhanced their site search performance but has also significantly uplifted the self-solve rate, aligning perfectly with their customers’ desire for self-reliance.

Harnessing AI’s Potential: A Leap Towards Enhanced B2B Customer Experience

The possibilities that AI brings to the B2B commerce sector are only limited to our imagination. 93% of B2B companies plan to invest in generative AI in the next 12 months. AI decision-makers should move quickly to stay competitive. By integrating AI with platforms like Lucidworks’ Fusion, businesses can provide faster, more accurate, and personalized solutions to their customers’ queries, ultimately leading to a more satisfying B2B customer experience.

If you’re new to the applications of generative AI in workplace applications, customer experience, or customer service, check out our Field Guide for a great primer. Interested in the other demos that are a part of this series? Be sure to check out Part 1 for Ecommerce and Part 2 for Healthcare.