IBF
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IBF A/S is one of Denmark’s leading producers of concrete solutions for both private customers and professionals. With a broad range of products, such as paving stones, slabs, roof tiles, and precast elements, IBF helps Danes create everything from gardens and driveways to larger construction projects.
For a company with so many products and retailers, it can be challenging to guide customers quickly and accurately to the right solution. That’s why IBF has taken a new step in its digital development, with a chatbot for the construction industry: their digital colleague, Iben.
Iben, a digital colleague
At IBF it is not a simple chatbot, which customers meet on the website, it's Iben.
A digital colleague created to make the customer journey easier:
🔎 Helps customers search and find the right products on ibf.dk
📍 Shows where the products can be purchased from local retailers
💬 Answers questions quickly — even outside opening hours
This creates a more personal and accessible experience for customers.
From challenge to solution
Before the introduction of Iben, the chat on ibf.dk was difficult to manage. Customer Service was busy handling phone inquiries, and there weren’t enough resources to staff the chat at all times. As a result, many customer inquiries couldn’t be handled optimally.
With Iben, the situation has turned around. The chat can now stay open around the clock, and the most common questions are answered automatically. This means customers get faster responses, while Customer Service can focus on the more complex inquiries.
What value does Karla create?
Karla creates value for businesses by making their digital channels more self-sufficient, without compromising the quality of customer dialogue.
When Karla is trained on a company’s own website content, the solution can respond consistently and quickly to the questions customers ask again and again. This results in fewer repetitive inquiries to Customer Service, shorter response times, and a smoother buying journey, especially in industries with many product variations, technical specifications, and multiple purchase channels.
At the same time, the company gains ongoing insights into what customers are actually looking for and where information is missing on the website, enabling continuous optimization of both content and conversion over time.
