DLM Launches DynaBot to Enhance Customer Support
Thursday, 13th August 2026
DLM, a supplier of load cells, load monitoring technology and cable working equipment, has launched DynaBot, an in-house developed chatbot designed to enhance customer support across the lifting, rigging, wind energy and wider renewables sectors.
DynaBot is trained on DLM’s products and services, covering applications including offshore cable laying, oil and gas, marine, lifting and other core markets. The technology provides customers and end users with immediate access to product information and technical guidance that previously may have required contact with the DLM team.
The new chatbot forms part of DLM’s wider customer support strategy, giving website visitors another way to find relevant information quickly while retaining direct communication with the company’s specialists.
Martin Halford, chairperson at DLM, said: “As a company that places a strong emphasis on service, we are always looking for practical ways to continuously improve how we support our customers. The chatbot enables us to provide quick, direct answers to queries, helping customers to find what they need without any delays.
“It doesn’t replace the interaction we value, but it instead adds another layer of client support. Many of our customers use the website on a frequent basis, so the chatbot enables us to assist them directly at the place they are looking for information, where best suits them.”
Engineering Knowledge at the Core of DynaBot
The launch follows an extensive development and testing programme designed to ensure DynaBot provides straightforward, relevant and accurate answers.
Rather than relying solely on information available through search engines or general AI platforms, the system has been trained using DLM’s own technical resources and engineering knowledge. Its responses have been reviewed and verified by DLM’s expert engineers.
Development involved selecting an appropriate platform and AI agent capable of handling engineering-related questions. DLM then uploaded extensive product and technical information, created scenario-based questions and answers, and tested the system against likely customer queries.
The chatbot was assessed using brochures, datasheets, staff knowledge, historical enquiries and frequently asked questions. A subsequent refinement process focused on ensuring the information provided was accurate, safe and legally sound.
Halford added: “The key purpose at this stage is around product selection for clients’ operations and helping the user navigate the website. It is about how we can leverage technology to maximise efficiency and really optimise the service we can offer, making things easier for the client and offering increased capability.
“Direct communication remains central to how we support our customers, but many people now turn to the web expecting quick, immediate answers. A chatbot can deliver clear, relevant responses to specific questions, enabling users to reach the right point more efficiently before engaging further where needed.”
DynaBot to Continue Evolving
If DynaBot cannot answer a question, it can request the user’s contact information so a member of DLM’s team can follow up directly. If the user does not wish to provide their details, the chatbot instead provides relevant contact information for the DLM team.
DynaBot will continue to be updated as the system develops, with future versions expected to provide support for increasingly detailed technical queries.
The launch gives DLM customers another route to product information and support, combining access to the company’s engineering knowledge with the convenience of an always-available online service.
