Scaling Customer Experience using Generative AI Chatbot for Major Manufacturing Company
Business Problem
The Manufacturing and Engineering Industry operates with multiple departments—such as HR, legal, finance, sales, marketing, and product engineering—working across diverse, disconnected systems. This fragmentation limited collaboration, slowed access to critical data, and impacted employee productivity. Additionally, the digital marketing team faced high workloads with limited resources, and there was an urgent need for efficient data integration to streamline workflows and enhance decision-making across the organization.
Goal: The goal was to streamline employee access to information, enhance collaboration across departments, and boost productivity by automating routine tasks. By centralizing data and leveraging AI-powered tools, the industry aimed to improve employee experience, reduce time spent on repetitive inquiries, and achieve significant manpower savings. The objective was to create an efficient, cohesive environment that would enable teams to focus on strategic, high-value tasks.
Goal: The goal was to streamline employee access to information, enhance collaboration across departments, and boost productivity by automating routine tasks. By centralizing data and leveraging AI-powered tools, the industry aimed to improve employee experience, reduce time spent on repetitive inquiries, and achieve significant manpower savings. The objective was to create an efficient, cohesive environment that would enable teams to focus on strategic, high-value tasks.
Business Solution
A comprehensive AI-driven approach was implemented to transform how employees in the Manufacturing and Engineering Industry access, share, and process information. The solution provided:
AI-Powered Chatbot: An internal chatbot using GPT technology to centralize information access, automate document retrieval, and provide quick answers to common queries for HR, finance, legal, product engineering, and other departments.
GPT Integration for Productivity Enhancement: Automated task handling for departments like payroll, help desk, finance, and health desk, allowing these teams to manage employee inquiries and document retrieval efficiently.
Streamlined Data Integration for Efficiency: A strategy to integrate data from multiple sources with target datasets and well-defined business use cases, deployed on a bi-weekly basis to maximize ROI in terms of manpower savings.
Comprehensive Employee Portal: A unified internal portal offering essential tools and functionalities for tasks such as sales order creation, pricing inquiries, and news updates, accessible across mobile and desktop channels.
Technical Solution
The solution leveraged the Microsoft Copilot stack to provide AI capabilities across various functions within the Manufacturing and Engineering Industry. The approach included:
Sprint-Based Development Strategy: New use cases were introduced every two weeks, rapidly delivering operational improvements.
Integration with External Systems: Integration with systems like SAP to streamline data workflows and significantly reduce manual labor.
Deployment through Azure AI: Utilization of Azure AI, bots, and automation tools ensured scalable and consistent performance across business functions.
Technologies Used
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Microsoft Copilot Stack: Includes Azure AI, Azure Bots, OpenAI, Document AI, Power Apps, and Power Automate, Copilot, Azure Cognitive Services
Customer Success Outcomes
Enhanced Employee Experience: The AI-powered chatbot and employee portal reduced search time for information by 55%, allowing employees to access resources quickly and focus on high-impact tasks.
Productivity Gains: GPT-based automation improved efficiency in departments like payroll, help desk, and finance by 35%, significantly reducing the time spent on repetitive tasks.
Operational Efficiency and Manpower Savings: Continuous deployment of use cases and data integration achieved a 20% reduction in manual effort across functions, translating into significant manpower savings.
Faster Decision-Making: Real-time access to integrated data enabled teams to make informed decisions 40% faster, fostering better responsiveness across departments.
Time Savings through Automation: With integrations in place, particularly with SAP, the industry saw up to 12 days saved in manual tasks across key functions, underscoring the value of intelligent automation.
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