The customer expressed the need to improve the quality and efficiency of its after-sales service. Currently, difficulties in finding, organising, integrating and distributing technical information from various sources slow down the service. They require a centralised, structured system to support operators who provide first-level assistance with machine use, routine maintenance and diagnosing any anomalies. This would reduce dependence on experts and ensure consistency in operating instructions. The customer also recognises the potential value of such a rationalised information asset, which could provide a solid foundation for aligning after-sales staff and facilitating continuous training and the training of new resources, thereby promoting consistent skills and greater operational autonomy.

In order to meet the customer’s needs, we proposed creating a Proof of Concept to evaluate the introduction of an artificial intelligence-based virtual maintenance assistant that can interact using natural language, provide operating instructions and support operators with basic activities. This involves analysing and harmonising existing information sources and training a demonstrator in a limited technical area with a simple test interface. The aim is to demonstrate how the solution could improve access to technical information and support, while also enhancing the value of information assets for training purposes. Following a period of internal testing, the tool can be made available to customers for the most common requests.

This system is useful in any area where large amounts of information are collected in a variety of formats, such as text, audio, images and video, and are available in systems that are not currently connected. A virtual assistant can be used to personalise content (e.g. commercial and tourism information), improve shopping experiences (e.g. in retail) and plan and optimise resources.

• Romagna Servizi Industriali