AI Sales Chatbot for filterexpress.co.uk
An AI assistant built into chat, helping customers choose heat recovery unit filters the way an experienced consultant would — only available everywhere, anytime.
The problem
filterexpress.co.uk is a specialist retailer of heat recovery unit (HRU) filters. Customers rarely know the exact part they need — they describe the ventilation unit, share a photo of the old filter, or ask about compatibility. Most of those conversations used to land on the team's inbox overnight, forcing long reply delays and manual part-number lookups.
They needed an assistant that could handle product matching, answer tracking questions, and only escalate the cases that really need a human.
Custom features added to fit Filter Express needs
Messenger integration
Lives inside Facebook Messenger where customers already ask — no app install, no new habits.
Shipment tracking
"Where's my order?" gets an instant answer with live carrier status and the tracking link.
Parameter extraction from a photo
The customer sends a photo of the heat recovery unit, and the assistant identifies the model and recommends the right filter.
Human handoff
When the question is unusual or high-value, the assistant hands the thread to the team with full context intact.
Smart product matching
The most difficult part of selling heat recovery unit filters is identification. Part numbers are printed on small labels, many models look very similar, and customers often message with only “my unit” instead of the actual model or filter dimensions.
We combined an image recognition model with a catalog search layer. The assistant asks one or several questions and, once it has the needed information, selects the correct filters and sends a link to the product.
What we achieved
The assistant takes over time-consuming customer conversations, allowing the team to focus on more complex orders and B2B customers.