Digital Transformation with Practical Business Value
The implementation of the AI chatbot is part of PACKIN’s consistent efforts to modernize customer service and improve the digital accessibility of information. The solution is not only an additional contact channel. It is a practical business tool that supports users in navigating products, services, inquiries and frequently asked questions.
The chatbot was created to serve as a first digital point of contact for customers looking for information about packaging machines, consumables, automation, service support and professional consultation for industrial processes.
What Is the Purpose of PACKIN’s AI Chatbot?
The main purpose of the project is to make customer communication faster, more structured and more accessible. Through the AI chatbot, users can receive initial information at any time, without having to wait for the team to manually process standard and repetitive inquiries.
The solution supports several key areas:
- faster orientation towards suitable products and services;
- automation of frequently asked customer questions;
- easier initial contact with the company;
- guidance towards relevant inquiry forms;
- improved customer experience on the website;
- collection of useful data about real user searches;
- reduction of manual administrative processing of repetitive inquiries.
Why Is the Project Important for the Industrial Sector?
In industrial trade, customer inquiries are often related to specific technical parameters, different types of machines, consumables, applications and production processes. This requires not only a quick response, but also correct guidance towards a solution that matches the customer’s specific needs.
This is where the AI chatbot has a practical role. It transforms complex product, technical and commercial information into a more accessible conversational format. As a result, users can navigate the available solutions more easily, while the PACKIN team can focus more resources on specific consultative and sales related cases.
Results from the Chatbot’s Performance
According to the data presented in the Digitalk publication, as of 23 April 2026, PACKIN’s AI chatbot has recorded real user activity and engagement. The reported results include:
- 5,899 sessions;
- 2,081 user searches;
- 610 clicks to forms;
- 2,994 carousel clicks;
- 67 completed forms;
- 98.3% of requests were in Bulgarian;
- 54.6% of sessions were from desktop devices;
- around 70% of usage took place during working hours.
These results show that the chatbot not only facilitates initial communication, but also provides valuable insight into what customers are looking for, what questions they ask and which products or services attract their interest.
PACKIN and Transform IT Awards 2026
PACKIN’s participation in Transform IT Awards 2026 is recognition of the practical application of digital technologies in a real business environment. The project is presented in the category “Implemented IT Solution in an Organization”, as the AI chatbot is already operating as part of the company’s customer communication process.
For PACKIN, this is a natural step in the development of a more modern, consistent and scalable service model. The introduction of an AI solution in the industrial sector demonstrates how technology can be used not as an end in itself, but as a tool for better service, clearer communication and more efficient teamwork.
Next Steps in the Development of AI Assisted Service
The development of the chatbot continues with enrichment of the knowledge base, improvement of conversational scenarios and stronger use of the solution as a tool for sales, marketing and customer support.
The goal is for the AI assistant to become increasingly useful to customers by providing more accurate information, better navigation through the product portfolio and more effective routing to the sales team for specific inquiries.
What Does This Mean for PACKIN’s Customers?
For customers, this means faster access to information, easier orientation within PACKIN’s solutions and the opportunity to make initial contact with the company at any time. The AI chatbot supports users when they search for information about packaging machines, consumables, automation, service and industrial solutions.
In combination with the expertise of the sales and service teams, the digital assistant creates a better customer journey, from the initial question to a specific inquiry and follow up consultation.
Read the Digitalk Publication
More information about PACKIN’s participation in Transform IT Awards 2026 and the AI chatbot project is available in the original Digitalk publication:
Looking for Industrial Packaging Solutions?
PACKIN provides packaging machines, consumables, automation solutions, service support and professional consultation for industrial packaging processes. Contact our team to discuss the most suitable solution for your production or logistics needs.
Frequently Asked Questions
What project is PACKIN participating with in Transform IT Awards 2026?
PACKIN is participating with an AI chatbot project created to support the digital transformation of customer communication and customer service.
What is the main purpose of PACKIN’s AI chatbot?
The main purpose is to provide faster and more accessible first contact with the company, answer frequently asked questions and guide users towards suitable products, services and inquiry forms.
Who is the chatbot intended for?
The chatbot is intended for current and potential PACKIN customers, including companies looking for packaging machines, consumables, automation, service support and professional consultation.
What are the benefits for customers?
Customers receive faster access to information, easier navigation through the product portfolio and a more convenient way to make initial contact with PACKIN.
Why is the chatbot relevant for industrial companies?
The chatbot helps users navigate technical and product information in a more accessible format, which is especially useful in industrial sectors with specific production and packaging requirements.
Where can more information about the project be found?
More information about the project is available in the Digitalk article titled “Transform IT Awards ’26: Chatbot Transforms PACKIN’s Customer Communication”.