AI for Industry, Maintenance & Service
Mercury.ai is the first point of contact for customers, dealers, and service technicians: The platform understands every query, responds using verified company sources, and securely executes maintenance, control, and service processes.
Made & Hosted in Germany since 2016
Verified knowledge instead of hallucinations
Multilingual for global service organizations
GDPR-compliant hosting in Germany
Integrated into ERP, PIM, CRM, and DMS
The Starting Situation
Technical knowledge is scattered across PIM, ERP, CRM, document management systems, manuals, service documentation, and the minds of experienced specialists. Long search times, a wide variety of product variants, and manual standard processes tie up engineers and service technicians – while documentation gaps and knowledge loss continue to grow.
International service organizations must act consistently around the clock, across locations and languages. Generic AI increases the risk: it does not know your systems, relies on uncontrolled world knowledge, and offers too little governance for regulated industrial processes.
The Solution
A primary point of contact that connects knowledge and completes service processes
Use case
Mercury.ai captures the system, model series, error code, and operating status, asks follow-up questions, and provides approved troubleshooting steps. If the case remains unresolved, your service team receives the complete history instead of an incomplete ticket.
Guided diagnostics from manual and service knowledge
Contextual handover to available specialists
Use case
From nameplate, image, or model number to the matching part number: Mercury.ai compares specifications, checks inventory and delivery times in the ERP, and transfers the order or quote to the shop and sales team.
Inventory and delivery time from your ERP
Transfer to sales or shop for ordering
Use case
Maintenance intervals, tightening torques, test values, operating conditions, and inspection steps are answered based on approved plans and data sheets. Images and sources can be imported and exported; every piece of information remains verifiable.
Guided maintenance and inspection workflows
Source reference for every technical information
Use case
A service channel for markets, partners, and locations
Customers, dealers, subsidiaries, and service technicians inquire via web, mobile, email, WhatsApp, or phone. Mercury.ai responds with localized information from the same knowledge base and pre-structures inquiries outside of your business hours.
Consistent information in all languages
Out-of-office inquiries are processed in a structured manner
How it works
The model orchestrator recognizes intent and product context, searches approved sources, evaluates authorization and security, and executes the appropriate dialogue or process module. In case of ambiguity, it asks targeted questions instead of guessing. Knowledge gaps and key inquiry areas are made visible in the Inbox and Analytics.
1
Detect
2
Find
3
Rate
4
Check
5
Formulate
Channels & Integrations
SAP, ERP & Warenwirtschaftssysteme
CRM, Ticketing & Agent Desk
PIM, DMS, SharePoint & Confluence
Web, Mobile, Email, WhatsApp & Voice
Practice
Since 2019, Mercury.ai has been guiding Böllhoff's customers through one of the widest ranges of fastening technology – automated, around the clock, and without any media disruption.
Find products quickly and resolve questions directly in the web chat
Qualified leads daily, fewer routine inquiries in service
Johanna Neumann
Head of Marketing Europe, Böllhoff Group
Understands complex product, maintenance, and service documentation
Answers exclusively from verified sources and provides proof of references
GDPR-compliant, hosted in Germany, without external model training
Integrates SAP, ERP, PIM, CRM, DMS, and custom interfaces
Executes processes and escalates with full context
Multilingual, localizable, and manageable in the No-Code Studio
How does Mercury.ai prevent hallucinations in technical answers?
Mercury.ai operates strictly within your approved knowledge base and does not utilize uncontrolled general knowledge. If clear information is missing, the system will ask clarifying questions or hand over the process instead of inventing an answer.
Can Mercury.ai execute maintenance and control processes?
Yes. Operationally defined workflows capture statuses and measured values, guide through inspection and maintenance steps, and document the process. Critical or ambiguous cases are forwarded to your specialists with complete context.
Can Mercury.ai be integrated into our existing system landscape?
Yes. Standard interfaces connect systems including ERP, CRM, Ticketing, PIM, SharePoint, and Confluence. For special infrastructures, customized integrations can be implemented without replacing your existing system environment.
How do we control knowledge, dialogues, and sensitive areas ourselves?
In the No-Code Studio, your teams manage bot knowledge, dialogue design, releases, and editorial guidelines independently. This keeps the solution flexible, while governance and compliance are controlled centrally.
Which industrial companies is Mercury.ai particularly suitable for?
The sweet spot consists of internationally active companies with complex product portfolios, technical documentation in multiple languages, high service volumes, and existing ERP, PIM, CRM, or document management systems.
Using your own documentation, we demonstrate how Mercury.ai accelerates maintenance, inspection, spare parts, and after-sales – reliably, integrated, and under your control.