How Victaulic transformed product support with GenAI

Victaulic, a global manufacturer of mechanical pipe joining and flow control systems, supports commercial and residential projects across multiple industries. With operations in over 140 countries and a workforce of 5,500 employees across 50 facilities, the company continues to grow its global footprint.

the story

As Victaulic expanded, it faced increasing challenges in how its customer care and application engineering teams handled technical queries related to product design, installation, and specifications. With thousands of documents to reference, employees often struggled to locate and share the right information quickly and efficiently. To address this, Victaulic partnered with Nagarro to design and implement a GenAI-powered solution, aimed at simplifying access to technical knowledge and enhancing support efficiency.

The engagement began with a discovery workshop, where Nagarro presented a tailored demo to help visualize the potential impact of the solution. This early initiative not only helped align on the project’s direction but also reflected Nagarro’s ability to move fast and adapt to client-specific needs, setting the tone for a collaborative and outcome-driven partnership.

the challenge

Victaulic’s diverse product portfolio spanning Mechanical, Fire Protection, and Tools came with a massive library of technical documents like manuals, submittals, whitepapers, and approvals.

Customer care and engineering teams needed quick access to right information, often resorting to manual searches through complex files. This slowed down response times, led to inconsistent answers, and drained productivity, creating a need for easier access and management of technical content which could streamline customer support.

the solution

Victaulic partnered with Nagarro to build a conversational AI agent hosted on AWS and powered by NIA - Nagarro's Agentic AI platform. The solution was designed specifically for customer care and application engineering teams.

The solution uses a Retrieval-Augmented Generation (RAG) architecture that combines Large Language Model intelligence with enterprise-grade data retrieval, delivering fast, accurate, and context-aware responses to the customer queries.

Amazon Textract for extracting data from documents for intelligent document parsing and data extraction

Amazon OpenSearch for storing and retrieving information based on semantic meaning, not just keywords

Amazon DocumentDB for efficiently managing structured application data

Amazon S3 for secure document storage

AWS Lambda for automating backend processes

Amazon Bedrock integrated with Claude Sonnet to generate accurate, context-aware responses

This intelligent architecture empowers the agent to quickly understand user intent, gather data from multiple sources, and deliver responses in seconds.

The system continuously learns, scales securely, and integrates seamlessly into existing workflows, enabling teams to access information faster, reduce manual effort, and elevate the customer experience across global operations.

the impact

This transformation not only enhanced operational efficiency but also reinforced Victaulic’s commitment to innovation and customer-centricity, setting a new benchmark for intelligent, AI-enabled enterprise support.

Search times dropped from minutes to seconds, accelerating responses to customer and engineering queries.

Victaulic saves 600–700 engineering hours annually, allowing teams to focus on high-impact work.

Response accuracy surpassed 90%, ensuring consistent and reliable information delivery.

Instant access to knowledge cuts onboarding and training time for new employees.

24×7 global availability boosts responsiveness and enhances customer experience across regions.

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