Customer Experience​​
MediaMarktSaturn​

MediaMarktSaturn has developed the “Smart Manual,” an AI-supported solution that fundamentally improves the use of traditional operating instructions.​

The chatbot combines the convenience of 24/7 dialogue-based support – accessible via QR code or web link – with access to a much deeper knowledge base. By drawing on extensive internal product data, service documentation, FAQs, and expert insights, it delivers more targeted, solution-oriented answers than a static manual ever could. Currently covering more than 2,000 products from MediaMarktSaturn’s private labels KOENIC, PEAQ, ok., and ISY, the Smart Manual gives customers clear, easy-to-understand answers to their questions – both before and after purchase – while also empowering employees to provide better, faster advice.​

Within four months of going live, we have received over 10,000 user requests and are seeing a steady increase in usage. The solution reduces support requests and returns, increases customer satisfaction and efficiency, and strategically strengthens the competitiveness of private label brands.