Optimised diagnosis and maintenance with an AI-powered conversational assistant
Drawing from a centralised knowledge base, Generative AI supports Bitron in improving diagnostics and fault interventions for electric vehicle charging stations.
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THE CHALLENGE
Integrating telemetry data, claim history, and technical documentation to optimise the identification of faults in electric vehicle charging stations.
SCENARIO
A Fragmented Data Ecosystem
Bitron is a leading company in the design and production of electronic components for a wide range of industrial applications, including automotive, home appliances, and technological infrastructures. In the electric vehicle charging sector, Bitron supplies the electronic boards and components that ensure the operation of charging stations for electric vehicles. With over 200 charging stations monitored, managing malfunctions is particularly challenging. Operational data was spread across multiple platforms: fault tickets were managed in one system, telemetry data was stored elsewhere, and technical manuals were housed in a separate knowledge base. This fragmentation of information made rapid and effective diagnostics difficult. In the face of growing demand for responsiveness, an integrated approach was needed to not only improve claim management but also optimise the entire maintenance process for the charging stations.
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THE SOLUTION
A Conversational Assistant to Simplify Diagnostics and Interventions
To tackle this challenge, an advanced conversational assistant based on Oracle Cloud Infrastructure's Generative AI service was developed. Created by Technology Reply, the system is based on a single centralised data platform that integrates all vectorised data sources via Oracle Database 23ai — including fault tickets, telemetry, and technical documentation — ensuring a unified view of the information. The assistant supports operators on two key fronts:
Thanks to this solution, Bitron can ensure faster and more effective field interventions, laying the groundwork for extending the system to other technologically complex products.
HOW WE DID IT
Data Integration and AI for Operational Support
The project was developed through a series of strategic steps, leveraging advanced technologies to ensure a scalable and future-oriented solution:
Analysis of Existing
Data Sources
The main issues related to the fragmentation of information were identified by analysing the ticket management systems, telemetry, and technical documentation used by Bitron.
Creation of a Centralised
Data Platform
All data sources were funnelled into an Autonomous Data Warehouse on Oracle Cloud, consolidating the information into a single integrated knowledge base..
Optimisation with
Oracle Database 23ai
Thanks to the vectorisation capabilities of Oracle Database 23ai, an interactive knowledge base was created, capable of interacting with the centralised data platform and managing various types of data in a coherent manner.
Development of the
Conversational Assistant
Using the GenAI services offered by Oracle Cloud Infrastructure, such as Cohere Command R and Meta's Large Language Models, a conversational system was built to analyse error codes and support operators in diagnosing and resolving issues.
Design for
Scalability
The solution was designed to integrate with Bitron's enterprise infrastructure, ensuring flexibility and potential applicability to other use cases across the company's operations.
THE RESULTS
Operational Efficiency and a Strong Foundation for the Future
The developed solution has optimised the way Bitron manages claims and malfunctions in its technological products. Thanks to the conversational assistant and the centralisation of data, operators can now diagnose issues with charging stations more quickly than before. The integrated knowledge base has improved diagnostic accuracy and the ability to suggest targeted interventions, reducing downtime and operational costs. Furthermore, the solution is designed to be scalable, allowing Bitron to extend these capabilities to other products in its portfolio. With more efficient management and advanced technology, the company is now better equipped to meet the demands of an increasingly competitive and technologically advanced market.
Bitron is a multinational, family-owned company with a clear vision: to create products and systems that improve the quality of life of people and the world around them. With nearly 10,000 employees working every day to shape the future, Bitron has 18 manufacturing plants and over 400 engineers strategically located worldwide. It operates in the automotive, home appliance, HVAC (Heating, Ventilation, and Air Conditioning), energy, and electric vehicle charging sectors, collaborating with leading international manufacturers and supporting them not only in the production of components but also in development and design.
Technology Reply is the Reply Group company specialising in the design and implementation of innovative solutions based on Oracle technologies. With over 25 years of expertise, Technology Reply supports its clients in their innovation and digital transformation processes with a team of professionals capable of intervening in all phases of a project’s life cycle: analysis, design, implementation, launch, and operation. Technology Reply positions itself as a reference partner for Oracle technologies, both on-premise and cloud: big data, analytics, e-commerce, mobile, identity and access management, and content management. With its Agile culture, Technology Reply is becoming a leader in emerging technologies, implementing projects in artificial intelligence, machine learning, DevOps-based microservices, and cognitive technologies across a wide range of industries and clients.