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3M Launches 'Ask 3M': The Future of Technical Support

In a significant move towards modernizing customer assistance, 3M has officially launched Ask 3M, a state-of-the-art AI-powered digital assistant aimed at providing industrial customers with swift and easy access to technical knowledge. This innovative tool, accessible at ask.3m.com, is designed to support users in evaluating various 3M materials, comparing options, and efficiently tackling application challenges.

Enhancing Customer Experience

Chris Goralski, Group President of the Safety and Industrial Business Group at 3M, emphasized the importance of deep application expertise for customers across numerous industries. He stated, "Our customers rely on 3M for deep application expertise and collaborative problem-solving. Ask 3M extends that expertise in a new way, giving customers faster, more direct access to the information they need to evaluate options and make decisions."

How It Works

Ask 3M utilizes conversational AI technology to offer a user-friendly experience, facilitating interactions that feel similar to existing AI chat platforms. Customers can pose questions in straightforward language and quickly obtain responses on a variety of topics. For instance, they can inquire about:

• - What structural adhesive is suitable for bonding carbon fiber and aluminum sheeting?
• - What are the differences between 3M VHB Tape 5952 and Adhesive Transfer Tape 468MP?
• - How should one properly use 3M Scotch-Weld DP420NS Black?

The information provided is based on verified documentation and application knowledge from 3M's extensive portfolio, ensuring that customers receive accurate and reliable answers. Additionally, the tool links to authorized 3M distributors for product suggestions and allows users to download relevant documents during the conversation, enhancing the overall experience further.

Real-World Application

During the testing phase, a production engineer identified the tool's effectiveness in solving an ongoing issue involving the bonding of polypropylene thermoplastic to insulation foam in a sheet metal assembly. The engineer recounted, "It took a very basic question and it helped us unfold all the other needs in order to pinpoint a product. It's definitely a tool that we would use on a daily basis."

The deployment of Ask 3M means that customers can avoid the usual delays associated with traditional methods of seeking technical support, such as lengthy conversations, site visits, or protracted email exchanges. This innovation expands access to 3M's expertise, ensuring that customers can find information seamlessly and make informed choices about the right 3M solutions for their needs.

Looking to the Future

Currently, Ask 3M primarily focuses on industrial adhesives and tapes, but there are plans to broaden its scope to encompass additional categories, making it even more versatile for various industries. With this new digital assistant, 3M is not only streamlining technical support but is also paving the way for a more customer-centric future.

As 3M continues to push the envelope on innovation, tools like Ask 3M signal a promising shift towards improved accessibility and efficiency in industrial customer service, demonstrating the company's commitment to leveraging technology for better customer outcomes.

About 3M

3M (NYSE: MMM) is a pioneering technology company focused on transforming industries worldwide through science and innovative, customer-centric solutions. With a multidisciplinary team dedicated to solving complex customer problems, 3M leverages diverse technology platforms, operational excellence, and a global presence to shape the future of various markets. Discover more at 3M.com/news.