CASE STUDY
Nitrogen evaporators
Berlin, Massachusetts
• 6-month trial converted to ongoing client
• The most prolifically cited nitrogen evaporator manufacturer in EPA methods
38%
Increase in sales traced directly to the AI chatbot. The trial goal was 30%.
+29%
More total chats than live chat handled. The trial goal was 20%.
15%
Of all chats happen outside business hours.
Always on
100% of after-hours customer inquiries resolved in real time. Before the AI chatbot, every chat that arrived outside business hours waited until the next morning.
WordPress
WordPress
from kickoff to live on the website. No IT resources required. The full applications and methods knowledge base was built and verified before launch.
• CEO
• Marketing Director
• Account Strategist
• AI Training Specialist
• AI Application Developer
Of technical questions that once consumed a customer service rep's time are now handled by the AI chatbot, freeing the team for the inquiries that need a person.
The Challenge
Organomation manufactures nitrogen evaporators for laboratories that run established EPA methods. Its buyers work in environmental testing, pharmaceutical, clinical, and food safety labs, and they don't purchase an instrument until they confirm it fits their method, their sample volume, and their solvent compatibility. Before any of that, they arrive at the website with technical questions. The live chat widget put every one of those questions in front of a small team that had plenty of other work to do.
Most inquiries didn't need a human. Answers about methods, sample volumes, compatibility, and which instrument fits which application were already published across the Organomation website. Customers weren't using those resources. They opened a chat instead, and a customer service rep spent time relaying information the website already contained. Every hour spent retyping published answers was an hour not spent on the inquiries that genuinely needed a person.
Organomation set two hard requirements for any AI replacement, measured over a 6-month trial: sales traced directly to the chatbot had to exceed live chat's influenced sales by 30%, and total chat volume had to grow by at least 20%. A generic chatbot couldn't clear that bar. The AI had to know the applications and methods database cold, greet each visitor based on the page they were viewing, and answer technical questions accurately while still moving qualified buyers toward a purchase.
The OUTCOME
38%
Increase in sales traced directly to the Salesperson ENGAGE AI chatbot, beating the 30% trial goal against live chat's influenced sales.
+29%
Growth in total chat volume compared to the live chat baseline, well past the 20% the trial required.
15%
Of all conversations happen outside business hours, in chats that previously sat unanswered until the next workday.
The Salesperson ENGAGE AI chatbot greets each visitor based on the page they're viewing. Someone reading a product page for a 12-position evaporator gets a different opening than someone on an EPA method application page. That context carries through the whole conversation, so the chatbot can answer method, sample volume, and compatibility questions accurately and then recommend the right instrument for the buyer's application. The technical answers that once required a rep now arrive instantly, day or night.
Volume grew because the barrier dropped. Buyers who never would have waited for a live chat rep, or who visited at 9 PM, started conversations because an answer came back immediately. More conversations meant more qualified buyers identified, and sales traced directly to the chatbot beat live chat's influenced sales by 38%.
Both trial goals were exceeded before the 6-month evaluation ended. Organomation kept the AI chatbot on its website, and usage keeps growing month over month.
IN THEIR WORDS
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