CUSTOMER REFERENCE
How Dozzy Group Nigeria transformed customer engagement and invoice operations with a generative AI chatbot on AWS.
| Client | Dozzy Group Nigeria |
| Industry | Oil & Gas / Industrial Products |
| Segment | Enterprise |
| Founded | 1982 |
| Rollout Period | 90 Days |
Dozzy Group Nigeria is one of the country’s most prominent indigenous industrial conglomerates — managing millions of metric tons of oil and gas storage capacity across four major locations, serving both enterprise B2B clients and retail consumers. The challenge was matching that industrial scale with a customer experience worthy of it.
The Challenge: An Industrial Giant Running on Manual Rails
Founded in 1982 by Sir Daniel N. Chukwudozie, Dozzy Group has grown from a trading firm into a diversified industrial enterprise. Its portfolio spans Powerflo lubricants, industrial gases, specialised petroleum products, and fast-moving consumer goods — a breadth that, while commercially powerful, created significant complexity in customer service operations.
The diversity of the product portfolio meant that no single customer service representative could hold comprehensive expertise across all lines. Customers navigating between lubricants, industrial gases, and FMCG products faced delays, transfers, and inconsistent answers. Meanwhile, the company’s operations across four geographic locations amplified these inconsistencies — the quality of a customer’s experience depended heavily on which location they happened to contact.
- Customers unable to navigate effectively between diverse product categories requiring different technical knowledge
- Staff expertise gaps leading to delayed responses and excessive internal transfers
- Manual order entry creating delays, errors, and inconsistent service quality
- Geographic inconsistency across four operating locations
- Business-hours-only support constraining industrial clients requiring 24/7 ordering capability
- Manual invoice generation consuming significant administrative time and introducing errors
- Fragmented customer experience with no centralised engagement system across business units
The cumulative effect was measurable: lost sales, customer dissatisfaction, high administrative overhead, and a growing competitive disadvantage against more technologically advanced rivals.
The Solution: A Generative AI Chatbot Built for Industrial Complexity
Arthurite Integrated designed and deployed a production-grade generative AI chatbot on AWS, purpose-built to handle the complexity of Dozzy Group’s multi-product, multi-location operation. The solution was not a generic off-the-shelf implementation — it was architected to understand Dozzy Group’s specific product catalogue, automate the order-to-invoice workflow end-to-end, and operate continuously without human intervention.
Conversational Intelligence Across Product Lines
Powered by Amazon Bedrock and Amazon Lex V2, the chatbot handles queries across Dozzy Group’s full product portfolio — from technical questions about lubricant viscosity grades to industrial gas specifications and petroleum product availability. The knowledge base is built from Dozzy Group’s authoritative product documentation, ensuring every response is grounded in verified, current information rather than AI estimation.
End-to-End Invoice Automation
One of the most operationally significant capabilities is automated invoice generation. What previously required hours of administrative processing — manual order entry, invoice creation, delivery, and record-keeping — now completes in under five seconds. The chatbot captures order details, validates quantities and pricing against the product database, generates a digital invoice, delivers it to the customer, and stores it in Amazon S3, all without human involvement.
24/7 Operation Across All Locations
By centralising customer engagement through a single AI-driven system, Arthurite Integrated eliminated the geographic inconsistency that had previously defined the customer experience. Whether a client is in Lagos, Abuja, Port Harcourt, or another location, they receive the same quality of service — at any hour of the day or night.
The Technology: AWS-Native Architecture for Enterprise Scale
The solution is built entirely on AWS serverless infrastructure, chosen for its operational reliability, cost efficiency, and ability to scale with Dozzy Group’s transaction volumes without manual capacity management.
- Amazon Bedrock
- Amazon Lex V2
- AWS Lambda
- AWS Step Functions
- Amazon DynamoDB
- Amazon S3
- Amazon Cognito
- Amazon SES
- Amazon Pinpoint
- Amazon CloudWatch
- AWS X-Ray
- AWS CloudTrail
AWS Step Functions orchestrates the complex multi-step workflows — order validation, invoice generation, delivery, and record archival — with built-in error handling and retry logic. Amazon DynamoDB provides the low-latency data persistence required for real-time order tracking. Amazon Cognito secures authentication for authorised users and internal staff access.
The Results: Transformative Outcomes in 90 Days
| 74% | Reduction in average customer response time vs. manual operations |
| 6,000+ | Autonomous customer interactions handled in the rollout period |
| 45% | Reduction in support centre workload, freeing staff for high-value issues |
| 4,500+ | Digital invoices auto-generated and delivered |
| <5s | Invoice generation time, down from hours |
| 99.95% | System availability through serverless AWS architecture |
“The solution represents a complete evolution from manual, fragmented customer interactions into a centralised, AI-driven support ecosystem operating continuously with minimal human oversight.”
Beyond the operational metrics, the strategic impact is significant. Dozzy Group now operates with 24/7 customer engagement capability across all product lines and locations — a capability that was structurally impossible with a manual, business-hours-only model. The AI chatbot’s consistent, accurate responses have strengthened client relationships, particularly with the B2B industrial clients who require technical precision and reliability. And because the serverless architecture scales automatically, Dozzy Group can expand into additional business units without proportional increases in staffing or administrative infrastructure.
Key Takeaway: AI as the Great Equaliser in Industrial Operations
Dozzy Group’s transformation demonstrates that generative AI is not a technology reserved for technology companies. Industrial enterprises with complex product portfolios, diverse customer bases, and geographically distributed operations stand to gain some of the most significant operational advantages — precisely because the complexity that made manual operations so inefficient becomes the AI’s strength.
By partnering with Arthurite Integrated, Dozzy Group has positioned itself as a technology leader in Nigeria’s industrial sector — delivering a customer experience that matches the scale and ambition of its business.