An AI assistant improves technical support
For SMI Group, we created a Generative AI solution that offers immediate and highly efficient technical support on production line machines.
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The challenge
To optimise requests for assistance on bottling and packaging plant machines.
SCENARIO
Managing machine technical assistance
The SMI Group is one of the world's largest manufacturers of bottling plants and packaging machines. The company designs and manufactures a wide range of bottling systems and packaging machines for the food and beverage industry, household cleaning and personal hygiene products, as well as chemical and pharmaceutical products. With such a wide range of complex machinery, managing technical assistance represents a significant challenge. Technicians who work on machines often need immediate support to solve problems, configure machinery and carry out maintenance activities. However, the support provided through the call center presented some difficulties in meeting the growing demand. Operators often struggled to handle the high number of requests and language barriers complicated communication, causing delays and inefficiency.
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The solution
An assistant trained on a dedicated knowledge base
To solve these problems, Technology Reply has implemented a digital assistant that uses conversational models based on Oracle Cloud Infrastructure (OCI) Generative AI to support SMI technicians by providing detailed instructions and links to the technical documentation of different machines. Through a natural language conversation with the technician, the digital assistant is able to recognise the problem and generate instructions on how to solve it precisely and accurately. The assistant can integrate and archive huge amounts of documentation of SMI's machines, the company's information assets, in a dedicated knowledge base, thus becoming a virtual expert who is always available.
Developing a Python application using the LangChain Python library
Deploying the script in an OCI container engine for Kubernetes
Using the Generative AI OCI service APIs to manage LLM commands
Storing conversations on Oracle ADW (Autonomous Data Warehouse)
Viewing statistics on an OAC dashboard (Oracle Analytics Cloud)
The implementation of a tool in APEX to allow users to upload new documents and update the knowledge base database
SMI Group is one of the largest manufacturers of bottling plants and packaging machines worldwide and consists of the parent company SMIGROUP, the subsidiaries SMI (the first and largest company in the Group), SMIPACK, SMIMEC, SMITEC, ENOBERG, SMIENERGIA, SMILAB, SARCO.RE and a network of branches that support sales, after-sales assistance and spare parts supply. The SMI Group companies use a quality, environment and safety management system certified UNI EN ISO 9001:2015 and UNI EN ISO 14001:2015 and in compliance with the international standard BS OHSAS 18001:2007.
Technology Reply is the Reply Group company specialized in the design and implementation of innovative solutions based on Oracle technologies. Thanks to the deep expertise and experience acquired in more than 28 years of activity, Technology Reply supports its customers in their innovation and digital transformation processes, with teams of professionals who work in all phases of the life cycle of complex projects: analysis, design, implementation, roll-out and distribution.
2 July 2024