AIQuote: Ceratizit's AI at the service of B2B quotes

[This article is part of a content series developed in collaboration with FEDIL, showcasing how artificial intelligence is contributing to the digital transformation of Luxembourg’s economy.]

For over 100 years, Ceratizit has been developing and producing sophisticated hard material cutting and wear protection solutions, serving over 32 industries including automotive, construction, electronics, and medical. One of the group’s divisions, based in Mamer, Luxembourg, specialises in developing customised tools and components for demanding industrial applications such as metal forming, milling, drilling, and profiling.

With a strong focus on innovation and customer-centricity, Ceratizit continuously adapts its product portfolio to meet complex and evolving market needs.

The challenge: A complex and time-consuming quotation process

In Ceratizit’s highly specialised B2B environment, the quotation process is both critical and complex. The customer service team of the afore mentioned division, handles around 40 quotation requests daily, totalling around 10,000 offers per year and approximately 38,000 line items. Each request demands deep product knowledge and manual coordination across multiple systems. The average time to create an offer is 0.83 days, while completion takes 2.67 days - often extending to over five days for the most complex cases.

This process is burdened by several inefficiencies: identifying quotation requests among hundreds of emails is time-consuming; customer inputs are often incomplete; pricing lacks consistency; and follow-up is limited due to resource constraints. Additionally, customers lack visibility into the status of their requests, and sentiment analysis is difficult due to multilingual communication. These challenges not only slow down operations but also risk losing business to faster, more responsive competitors.

The solution: AIQuote, an intelligent assistant powered by AI

To overcome these obstacles, Ceratizit is developing AIQuote, an in-house AI-powered assistant that will automate and enhance the quotation process. Once fully implemented, the solution will integrate advanced technologies such as:

• Request Identification: AIQuote will scan incoming emails and categorise them into quotation requests, orders, complaints, or other service types;
• Data Structuring: Using LLMs, the assistant will transform unstructured customer inputs into structured datasets, verify completeness, and request missing information;
• System Integration: AIQuote will input validated data into Ceratizit’s CRM and SAP systems, retrieving delivery times and other relevant details from connected tools;
• Smart Pricing: The assistant will calculate prices using a dynamic model that incorporates market conditions, customer volume, production load, and historical realisation rates;
• Quotation Generation: Personalised emails with attached quotations will be drafted and sent using generative AI, ensuring clarity and relevance;
• Follow-Up and Sentiment Analysis: AIQuote will track customer responses, flag sentiment indicators, and set follow-up statuses in CRM and SAP to improve engagement and conversion;
• Data Quality Enhancement: The assistant will detect inconsistencies in master data and update records, contributing to long-term system reliability;
• Human Interaction: For ambiguous or complex cases, AIQuote will seamlessly integrate human input to maintain high-quality customer interactions.

This AI-driven approach not only accelerates the quotation process but also ensures a more personalised and transparent customer experience.

At this stage, the first phase of AIQuote has successfully delivered functionality for automatically creating quotations and orders in SAP, encompassing request identification, data structuring, system integration, and automated quotation generation.

The remaining features, including smart pricing, advanced sentiment analysis, and further enhancements to data quality, will be introduced in subsequent phases of the project. This ongoing development aims to further improve the efficiency, accuracy, and personalis

ation of the quotation process for Ceratizit’s customers.

AIQuote in action: Expected performance and business impact

Once fully implemented, AIQuote is expected to deliver measurable improvements across several dimensions. By autonomously managing approximately 40% of quotations, the assistant will significantly reduce the workload of the customer service team, allowing staff to focus on strategic tasks such as consulting and problem-solving.

The quotation success rate is projected to increase from 23% to 35%, driven by faster response times, more accurate pricing, and improved communication quality. Customer satisfaction is anticipated to rise, with the satisfaction index moving from 3.8 to 4.2.

These operational gains are forecasted to translate into an estimated €7.5 million in annual cost savings and profitability improvements following full implementation. Notably, this figure does not yet account for potential increases in business volume or pricing optimisation effects, suggesting even greater long-term value.

AIQuote represents a breakthrough in how artificial intelligence can transform B2B customer service. By automating routine tasks, enhancing decision-making, and delivering tailored customer interactions, Ceratizit has set a new standard for efficiency and responsiveness in the hard material industry. With its successful pilot in the Hard Material Solutions division, the company plans to scale the solution across its global operations, reinforcing its leadership in AI-driven industrial innovation.