Customer:
HELLA Lightstyle
Industry:
Automotive / Lighting Technology
Company Size:
10,000+ Employees (Group)
Solution Used:
AI Product Advisor Ella
HELLA's Lightstyle division faced the challenge of answering technically complex customer inquiries about auxiliary lighting around the clock – including legal approval questions.
With AI product advisor Ella from Qualimero, truckers, off-road fans, and workshops now receive competent advice on product compatibility, installation, and ECE regulations at any time.
The result: Fewer incorrect purchases, relieved support, and qualified customers who come to workshops with a clear purchase decision.
HELLA (Forvia HELLA) is one of the world's leading automotive suppliers for lighting technology and electronics. Under the HELLA Lightstyle label, the company bundles its offering for design-oriented auxiliary lighting in the aftermarket.
Here, truck drivers, off-road enthusiasts, and farmers find powerful LED light bars, auxiliary headlights (like the popular Black Magic series), and position lights. Lightstyle stands for the combination of technical perfection, safety, and individual vehicle look – for everyone who doesn't just drive their vehicle, but lives it.
The market for auxiliary headlights is highly complex and consultation-intensive. Customers not only have design preferences but must also consider strict legal requirements (e.g., ECE regulations, reference numbers) and technical hurdles (wiring, mounting positions).
HELLA's technical customer service was confronted with recurring questions:
Since many end customers (truckers and off-roaders) modify their vehicles in their free time or on weekends, inquiries often went unanswered when the office was unstaffed. This led to abandoned purchases and uncertainties in product selection.
HELLA was looking for a solution that could not only answer simple FAQ questions but understand complex technical relationships and provide legally compliant recommendations.
Qualimero impressed with the ability to train the AI with extensive technical databases, installation instructions, and legal approval regulations – and apply this knowledge in natural conversations.
Ella checks in dialogue whether the desired lighting combination is permissible for the specific vehicle and application area (road traffic vs. off-road) – taking all ECE regulations into account.
As soon as a customer decides on a headlight, Ella proactively suggests the correct mounting accessories and matching cable kits to avoid incorrect purchases.
For installation questions, Ella provides immediate assistance directly from the technical manuals and installation instructions.
Whether Saturday evening or Sunday morning – Ella is always available when customers have time to work on their vehicles.
“With Ella, we finally have a solution that explains to our customers even at 11 PM on Saturday night which light bar is legal for their truck. This has not only relieved our support but also significantly reduced the return rate at our partners.”
Charlotte Henkenjohann
HELLA Lightstyle
Customers arrive well-informed and with a firm purchase decision at the workshops and shops of partners.
Compatibility is clarified in advance by Ella, significantly reducing the rate of incorrect purchases and technical inquiries at retail.
Recurring technical questions are answered automatically, allowing the team to focus on more complex inquiries.
HELLA strengthens the direct relationship with end customers while supporting its sales partners through qualified demand.
End customers receive consultation quality that far exceeds what is usually possible at the point of sale.
With the introduction of Ella, HELLA Lightstyle has demonstrated how AI-powered consultation can create real added value even in highly regulated and technically demanding markets.
The combination of 24/7 availability, legally compliant product advice, and intelligent accessory matching ensures satisfied customers, relieved support teams, and stronger sales partners.
