Overview
EngView Systems, a leading global provider of CAD/CAM software for packaging and POP/POS display design, partnered with Sirma to transform customer experience through AI-powered support. Part of the Sirma Group portfolio, EngView deployed an intelligent chatbot built on the Sirma.AI Enterprise platform to streamline product browsing, onboarding, technical support, and training for their EngView Package Designer software.
The multilingual AI assistant delivers instant, accurate responses to complex design and production queries, dramatically reducing time-to-productivity for new users while enabling EngView’s support teams to focus on high-value technical challenges.
Main Challenges
As EngView’s customer base expanded globally, the company faced pressure to scale support operations without compromising service quality. Several critical challenges emerged:
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Knowledge Access Barriers - With over 500 parametric designs in their library and extensive technical documentation spanning design standards, material specifications, and production workflows, customers struggled to quickly find the right information. Questions like “Which standard applies to medicine box packaging?” required navigating multiple resources.
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Onboarding Complexity - EngView Package Designer’s sophisticated CAD/CAM capabilities, Adobe Illustrator integration, and production machine controls created a steep learning curve for new users, demanding significant training resources.
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Multilingual Support Demands - Serving a global customer base across multiple regions required support in various languages, straining resources and creating potential service gaps for non-English speaking customers.
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Production Workflow Support - Customers needed guidance not only on design but also on managing cutting plotters, lasers, and waterjets for physical production - knowledge that required specialized expertise.
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Scalability Constraints - Traditional support models couldn’t scale efficiently with business growth, creating bottlenecks during peak periods and limiting EngView’s ability to serve enterprise clients with 24/7 requirements.
Project Scope
Sirma delivered an AI-powered assistant built on the Sirma.AI Enterprise platform, seamlessly integrated within the EngView Package Designer system. The comprehensive solution encompassed:
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Intelligent Design Guidance - Enabling the chatbot to answer complex queries about packaging standards and automatically suggest relevant designs from EngView’s 500+ parametric library
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Production Machine Support - Providing expert guidance on managing cutting plotters, lasers, and waterjets, covering equipment setup, operation parameters, and troubleshooting
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Multilingual Capabilities - Building native language support to serve EngView’s global customer base without language barriers
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Seamless System Integration - Embedding the chatbot directly within EngView Package Designer for contextual, in-workflow assistance
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Comprehensive Knowledge Base - Implementing advanced Retrieval-Augmented Generation (RAG) to access EngView’s complete documentation, design standards, technical specifications, and institutional knowledge
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Voice-Ready Architecture - Preparing infrastructure for upcoming audio capabilities in multiple languages to enable hands-free interaction for users working in design and production environments
Delivery
The project leveraged Sirma.AI Enterprise’s rapid deployment capabilities, with implementation completed in under one week- from initial setup to production-ready deployment. This accelerated timeline was achieved through the platform’s pre-built agent templates and comprehensive RAG framework.
Technical Implementation:
The solution was built using Sirma.AI Enterprise’s core capabilities:
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Retrieval-Augmented Generation (RAG) - Ingested EngView’s extensive documentation including design standards, material specifications, parametric design guidelines, production machine manuals, videos and best practices
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Agent Templates - Utilized Sirma.AI’s pre-configured templates to define chatbot behavior, knowledge boundaries, and response patterns optimized for technical support
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Multi-LLM Architecture - Leveraged Sirma.AI’s flexibility to select optimal language models for different query types, balancing accuracy and response speed
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Seamless Integration APIs - Connected the AI assistant to EngView Package Designer’s existing systems for real-time access to design libraries and user context
Development Approach:
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Rapid Prototyping - Leveraged Sirma.AI’s template system to create a functional prototype within days
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Knowledge Engineering - Structured EngView’s documentation and institutional knowledge for optimal RAG retrieval
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Integration Testing - Validated seamless operation within EngView’s existing workflows and user interface
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Multilingual Validation - Tested language capabilities across key target markets to ensure consistent quality
Ongoing Enhancements:
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Voice Capabilities Development - Currently implementing audio interaction in multiple languages for hands-free operation
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Continuous Learning - Expanding the knowledge base based on actual customer queries and support patterns
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Performance Optimization - Fine-tuning response accuracy and speed based on usage analytics
Results
The implementation of Sirma.AI Enterprise’s intelligent assistant delivered transformative improvements across EngView’s customer experience operations:
Accelerated Onboarding - New users achieve productivity faster through instant, accurate answers to setup and basic operation questions, reducing time-to-first-design and improving adoption rates.
Reduced Support Burden - Routine queries about design standards, library navigation, material specifications, and production machine operations are handled automatically, allowing EngView’s technical support team to focus on complex engineering challenges and high-value customer interactions.
Enhanced User Experience - Customers receive expert guidance without interrupting their creative workflow, accessing contextual help directly within EngView Package Designer when and where they need it most.
Global Accessibility - Multilingual support ensures consistent, high-quality assistance for EngView’s worldwide customer base, eliminating language barriers and enabling 24/7 self-service support.
Rapid Time-to-Value - The sub-one-week implementation timeline demonstrates Sirma.AI Enterprise’s ability to deliver production-ready AI capabilities without lengthy development cycles or extensive technical resources, accelerating ROI.
Scalable Growth Platform - The AI assistant scales effortlessly with customer base growth, supporting increased query volumes without proportional increases in support staff or infrastructure costs.
EngView and Sirma Partnership
As part of Sirma Group’s portfolio of specialized software solutions, EngView’s adoption of Sirma.AI Enterprise demonstrates the power of internal synergies in delivering cutting-edge technology solutions. This collaboration showcases how Sirma Group companies leverage shared AI capabilities to enhance their core products and deliver exceptional customer value.
EngView’s journey from concept to deployment in under one week exemplifies Sirma.AI Enterprise’s mission: making enterprise-grade AI accessible, practical, and immediately valuable for European businesses of all sizes.
“The AI assistant built on Sirma.AI Enterprise has transformed how our customers interact with EngView Package Designer. What used to require lengthy documentation searches or support calls now happens instantly. Our customers get expert guidance on both design standards and production workflows - in their own language - without leaving their creative process. The implementation speed was remarkable, and the ongoing enhancements like voice capabilities will make the experience even more seamless.” EngView Systems Team
