ABOUT THE COMPANY
Ashcroft is a world leader in pressure and temperature measurement solutions, serving industries such as:
Oil & Gas
Chemical & Petrochemical
Power Generation
Manufacturing & HVAC
Industrial Process Control
OEM Equipment Production
With a broad portfolio of gauges, sensors, switches, transmitters, diaphragm seals, and calibration instruments, Ashcroft supports mission-critical applications where precision, safety, and reliability are essential.
As global demand increased, so did the volume of technical support requests—prompting Ashcroft to seek a more modern, scalable way to serve its customers.
THE CHALLENGE
Ashcroft’s technical support team faced several operational risks as the business expanded:
Heavy volume of repetitive technical inquiries
Customers needing datasheets, specs, and installation guidance instantly
Limited support availability across global time zones
Slow turnaround for common product questions
Rising support costs and reduced efficiency
Minimal visibility into trending customer issues
Ashcroft needed a 24/7 intelligent support system that could deliver fast, accurate, and consistent guidance—especially for engineers and technicians working in the field.
THE RSNA CLOUD CONNECT APPROACH
RSNA Cloud Connect partnered with Ashcroft to design a fully customized AI Technical Support Chatbot built using AWS cloud technologies.
Our approach included:
1. Product Knowledge Engineering
We structured Ashcroft’s catalog—pressure gauges, transmitters, switches, seals, thermometers—into searchable, conversational categories.
2. Industrial-Focused Conversational AI
Using Amazon Lex, we developed deep NLU capabilities designed to understand:
Pressure ranges
Material compatibility (SS316, Monel, Hastelloy, etc.)
Installation & calibration steps
Certifications (ATEX, CE, ISO, SIL)
Troubleshooting scenarios
Part-number and model lookup
3. AWS-Native Architecture
We built a secure, scalable system using:
Amazon Lex
AWS Lambda
Amazon DynamoDB
Amazon API Gateway
Amazon CloudWatch
Amazon Cognito
Amazon S3
4. Multi-Platform Deployment
The chatbot was integrated across:
Ashcroft’s public website
Customer support portal
Mobile web interface
Internal engineer knowledge base
5. Smart Escalation Flows
Complex issues are automatically transferred to technical support engineers with full chat context.
THE SOLUTION
RSNA Cloud Connect delivered a 24/7 AI-powered Technical Support Assistant capable of resolving thousands of product and application questions.
Key Features
Instant answers to product specifications
Datasheet, drawing, and certification retrieval
Guided product selection assistance
Installation and calibration walkthroughs
Troubleshooting steps
Material and compatibility guidance
Real-time lookups for model numbers and part families
Live-agent escalation for complex engineering issues
Who It Helps
Maintenance technicians
Field engineers
Plant operators
OEM design teams
Procurement and sourcing teams
THE IMPACT
The chatbot immediately improved Ashcroft’s global support operations:
📉 50% Reduction in Technical Support Workload
The chatbot handles repetitive and predictable inquiries automatically.
⚡ Instant Access to Technical Documents
Customers can obtain spec sheets, certifications, and manuals instantly—no waiting required.
🌍 24/7 Support for Global Customers
Engineers working in other time zones now receive assistance anytime.
🔧 Better Product Selection Accuracy
Guided selection decreased errors and incorrect product orders.
📈 Faster Resolution Times
Common support questions that took hours now take seconds.
📊 Valuable AI-Powered Insights
Ashcroft now understands trending issues and common customer pain points.
LOOKING AHEAD
Ashcroft and RSNA Cloud Connect are already planning the next phase of enhancements:
Voice-enabled support using Amazon Connect
AI-driven predictive troubleshooting
ERP/CRM integration for deeper personalization
Intelligent product configurators
Maintenance automation and predictive analytics
Industry-specific versions for oil & gas, HVAC, and chemical sectors
RSNA Cloud Connect remains committed to helping Ashcroft scale its digital customer experience with secure, intelligent, AWS-powered innovation.