About Dlubal
Dlubal Software is a global leader in advanced structural analysis and design software used by structural and civil engineers. The family-founded and run company is headquartered in southern Germany and has sales, marketing, and technical development offices worldwide, including a substantial technical presence in Prague, Czech Republic, and offices in the U.S. Dlubal’s core programs are used in 132 countries. With 35 years of experience, Dlubal serves 13,000 companies and over 130,000 users with its high-precision products.
Prof. Dr. Michael Kraus is an expert in machine and deep learning. He works closely with Dlubal founder, CEO, and technical lead Georg Dlubal, and together with Dogukan Karatas and the AI team they have been developing Dlubal’s AI strategy and products.
Challenge
Dlubal’s support engineers field a wide range of questions—bug reports, licensing issues, billing, and advanced structural-calculation topics. A persistent talent shortage made it hard to cover all time zones, and an internal RAG-style prototype stalled when scaling. The team needed a solution that could
- Provide 24/7, multilingual support without expanding headcount
- Ground every answer in trusted company data
- Integrate deeply with Dlubal’s own software via robust APIs
“We also worked for a week or more on integrating the chatbot into our own software. We had some issues with the sizing and wanted to use the rest method to override, for example, the snippet you provided so that we could use multiple languages. So for us. We saw some of the issues we were always in an open dialogue, especially with Eli. What really is a great plus, and it’s also the opinion of our (CEO) is that you provided constantly really quick and very nice support.”
Prof. Dr. Michael Kraus
AI Expert at Dlubal
Solution
- Vendor selection – After evaluating several providers, Dlubal chose CustomGPT.ai for answer quality, security, and API depth.
- Data integration – The team uploaded JSON and PDF manuals, extensive e-learning guides, and an entire sitemap into the no-code platform. Key platform features in use include Data Integration, Anti-Hallucination, Security controls, and Sitemap ingestion.
- Persona tuning – Over an intensive two-week sprint, the AI team fine-tuned Mia’s tone and formatting so that formulas render correctly and answers work in ten languages. A REST override lets the web widget switch languages on the fly.
- Deployment – Mia is embedded on dlubal.com and inside Dlubal’s desktop products, giving users contextual help where they need it most.
Continuous improvement comes from weekly reviews of chat logs, plus the like/dislike signal on each answer. A spike in dislikes sometimes indicates that the user is on an outdated product version—letting the sales team reach out proactively.
Dlubal’s Results
Mia, Dlubal’s incredibly well-trained and knowledgeable AI assistant, is completely operational at dlubal.com, answering technical software and administrative customer questions and providing an impressive civil and structural engineering resource (with citations) for Dlubal’s 130,000+ users and website visitors. Mia has also been embedded into Dlubal software to serve customer needs right where they require the most support.
Dlubal’s next use case for CustomGPT.ai and Mia will be in marketing. However, the close partnership formed between Dlubal and CustomGPT.ai sees the Dlubal team hoping to see even further generative AI functionality from the platform in the coming months, ideally in the form of voice or image developments so, for example, Mia could support structural image rendering in the future, with the right fine-tuning.
“We looked at different vendors and in the end, we chose CustomGPT.ai because for us, it had the best spectrum of quality of answers, ease of use, scalability, and most importantly, API capabilities. We have many internal processes that rely on an automated connection to CustomGPT.ai and its API offers great value.”
Prof. Dr. Michael Kraus
AI Expert at Dlubal
Why it Worked
- Tight grounding of the LLM in official docs prevents hallucinations.
- Strong API support lets Dlubal weave the bot into its own products and automate internal workflows.
- A continuous feedback loop—weekly tuning plus real-time like/dislike signals—keeps answer quality high.
- Ongoing collaboration with CustomGPT.ai support ensured rapid troubleshooting during rollout.
Conclusion
Mia has become integral to Dlubal’s customer-experience strategy, delivering instant, authoritative answers while freeing skilled engineers to tackle complex issues.
To get in touch with Dlubal, please contact Daniel Dlubal at daniel.dlubal@dlubal.com.
To read other Case Studies like this one, visit https://customgpt.ai/customers/.
