Case Study: Edmund Optics improves technical support efficiency with Matillion

How Edmund Optics Built a Game-Changing AI Chatbot with Matillion, Snap Analytics & Snowflake

Edmund Optics, a global provider of optical components and solutions, needed a way to handle a high volume of repetitive technical support questions from its team of more than 50 engineers. With a catalog of more than 34,000 components, engineers were spending about 25 minutes per inquiry, which made it harder to keep response times fast and focus on more complex cases.

Edmund Optics partnered with Matillion, Snap Analytics, and Snowflake to build a technical support AI chatbot using Matillion Data Productivity Cloud and a RAG-based approach. The pipeline was built in two weeks and the full implementation was completed within 10 weeks, saving an estimated 100 hours of engineering time per month and reducing technical support response time by 40%; the company also reported a 75% reduction in pipeline runtimes with the Data Productivity Cloud.

Edmund Optics

Daniel Adams

Global Analytics Manager