MIA: Mecolpress Artificial Intelligence
AUTOMATING THE OPERATION ASSISTANCE WITH ARTIFICIAL INTELLIGENT
We are pleased to communicate an important innovation in the hot forging sector: we have managed to successfully implement a solution based on Artificial Intelligence which adds considerable value to our assistance service!
Why have we decided to integrate the Artificial Intelligence in our Assistance service?
The implementation of a technology based on the artificial intelligence can significantly improve our assistance service:
- Reduction of technical support times
- Assistance automating for presses troubleshooting
- To provide access to manuals and guides 24 hours a day, 7 days a week
- To grant a prompt problem managing on the production lines.
- To directly obtain a multilingual support to meet the needs of customers all over the world.
- Autonomous and prompt problems managing directly on customer production lines.
- To have an immediate response to press alarms and signals.
What exactly does MIA – Mecolpress Artificial Intelligence consist of?
MIA is a technology based on generative AI and Retrieval-Augmented Generation (RAG) to offer Mecolpress an advanced virtual assistant that supports technicians in the maintenance and troubleshooting of presses, 24 hours a day, 7 days a week.
The 3 MIA great adavantages
- Maintenance automation and Troubleshooting
The system developed by Userbot.AI has been trained on the manuals of Mecolpress machines and on the history of over 450 types of alarms, allowing operators not only to obtain immediate answers to technical questions directly from the production lines, but also to have instant support and with step-by-step guides for resolving critical alarms. Operators can consult information via tablet or smartphone, significantly reducing the time needed to resolve technical problems.
- Multilingual support
To facilitate access to information by international customers and operators, the virtual assistant has been implemented with multilingual functionality in Italian, English and Spanish, but also allowing translation into 100 other languages in real time thanks to Generative AI, thus ensuring fluid and understandable communication for all users.
- Customer Experience Improvement
The virtual assistant improves the customer experience, reducing waiting times and providing immediate and accurate responses 24 hours a day. This translates into reduced operational disruptions and a higher level of customer satisfaction. Furthermore, thanks to this new system, the digitalisation of information is achieved concretely, not just in words. Thanks to this project, the user has immediate access to all the information contained in the use and maintenance manual, which given the complexity of the machines, is over 1,000 pages.
Which are MIA goals?
Thanks to virtual assistance based on AI, we set ourselves the goal of obtaining significant results in terms of operational efficiency.
It is estimated that, once fully operational, the system can lead to:
- a 60% reduction in support/assistance times, allowing operators to obtain immediate answers to the most common questions without having to wait for technical support to intervene.
- to reduce the number of human support tickets by up to 40%. This result will be possible thanks to the automation of troubleshooting and quick consultation of manuals directly via the virtual assistant. In this way, requests that currently overload technical support can be managed independently by operators in real time.
- to create a smoother and more responsive customer experience, with a significant improvement in the quality of service offered by Mecolpress.
MIA future evolutions
In the future, Mecolpress plans to expand the use of the virtual assistant to other product lines, also extending support to new markets.
Furthermore, Mecolpress is considering using the bot to support its partners and resellers around the world, offering them easier access to technical information and product training.
Below is the article published on the Smeup website regarding our experience of implementing Artificial Intelligence in our assistance service:
Mecolpress: automating the operation assistance with AI
Here below you can find two quotes contained in the above-mentioned article:
“I am enthusiastic about the journey we are taking with Userbot.AI. I have always believed in innovation, and, thanks to this solution, we are able to provide immediate and continuous support to our operators around the world. I have involved a highly qualified team to work on the integration of our machine manuals and, so far, the results have gone far beyond initial expectations. I am sure that this technology will allow us to significantly improve our operational efficiency and technical support to customers. “
— Carlo Contri, Mecolpress Technical Manager
“The partnership with Mecolpress demonstrates how generative AI and advanced Retrieval-Augmented Generation (RAG) technologies can revolutionize technical assistance in the industrial sector. This project represents a concrete example of how artificial intelligence and large language models can enhance operational efficiency and radically transform the way companies approach maintenance and technical support even in highly innovative and technically complex environments such as that of Mecolpress.”
– Antonio Giarrusso, Userbot Executive President