Avnet AI Chatbot Case Study
Designing Avnet’s First AI Chatbot: Streamlining Semiconductor Purchasing
Role
Product Owner & UX Collaborator
Tools
Microsoft LUIS, Excel (data analysis), Lucidchart (flow mapping), Sticky Notes (ideation)
Client & Team
Avnet - Consulting Partners, Digital Team, Developers, Customer Service Reps
Project Overview
Problem
Avnet’s 5M+ part online catalog overwhelmed users, driving high call/email volumes and stalling online sales for a global distributor shipping 30,000+ line items daily to 100,000+ customers.
Goal
Reduce customer service burden (dozens of calls, hundreds of emails/chats daily) and boost online purchases.
Outcome
Launched the industry’s first AI chatbot for semiconductor distribution, cutting call reliance and enhancing self-service.
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