:::

【2020 Application Example】 AI Smart Customer Service Maintenance Response System, solving customer machinery fault issues instantly through chatting!

A tool machine manufacturer that markets successfully both domestically and internationally, but also faces challenges?

A domestic tool machine manufacturer specializing in CNC wire cut machines, CNC EDM machines, and CNC fine hole EDM machines, uses its strong core capability in electromechanical development to deliver high-precision, high-quality products. It has successfully developed an aviation engine turbine ring wire cutting machine and specializes in designing and manufacturing super-large custom models, successfully marketing its products to over 30 countries worldwide.

Though capable of marketing high-quality products, the lack of standardized processes and methodologies for machine maintenance means that it often requires significant manpower and time to address machine failures, increasing maintenance costs...

No fast repair solutions, difficult personnel training, high maintenance time costs

While the tool machine manufacturer can sell high-precision machinery globally, encountering maintenance situations always consumes a lot of manpower and money. This is due to the lack of standardized troubleshooting processes for machine maintenance, mainly relying on the experience of maintenance technicians and the machine error codes. Not all faults can be diagnosed through codes. Technicians can only initially judge based on the error codes, then hypothesize the likely fault causes for further inspection and maintenance. There is also no standard way to record the repair methods, making it difficult to quickly troubleshoot similar issues in the future.

In addition to 'lack of standardized fault troubleshooting process', there are also issues of 'difficult personnel training' and 'high maintenance time costs'. Technicians need years of repair experience and must be familiar with mechanics, electronics, and mechanical engineering. If error codes are not available during repair, it requires considerable time to identify the problem with the machine, causing significant time and cost losses.

▲Traditional way of addressing issues through email

Implementing the 'AI Smart Customer Service Maintenance Response System' reduces costs for maintenance visits, shortens the duration of repairs, and simultaneously enhances the product's value.

Considering the pain points mentioned, the needs of the tool machine manufacturer are threefold: firstly, establishing a 'fault troubleshooting AI image recognition maintenance knowledge base system'. Then, collecting data on machine failures to establish a 'machine fault condition database'. Lastly, integrating AI image recognition and deep learning functions to analyze photos taken at the time of the machine's failure in order to identify the most closely related fault issues and troubleshooting methods.

This 'AI Smart Customer Service Maintenance Response System' predominantly uses 'supervised learning' as its primary AI technique. The 'AI model' part involves 'CNN' (Convolutional Neural Networks), which is used for image recognition and obtaining extensive training data on machine malfunctions and recommended maintenance methods for effective AI predictions. The 'data analysis' part uses 'DNN' (Deep Neural Networks) to acquire reference data related to fault conditions after training, providing answers that maintenance staff and clients desire for repairs, reducing the rate of maintenance visits and enhancing the product's added value. Additionally, 'AlexNet' is used as a preliminary development tool; its parameters can be set independently and executed automatically, ensuring that the AI model trained aligns closely with expected outcomes.

Currently, the tool machine manufacturer has around 10,000 graphic and text entries, predominantly 'image data'. The system uses images for fault identification and text to assist in the diagnosis of abnormalities. It employs '360-degree panoramic modeling' to archive graphic data and stores numerous image files internally. Additionally, it gathers relevant data such as electrical currents, voltages, water pressures, and flow rates via sensors, utilizing them for associated decision-making processes. The following pictorial representation shows the system service process:

AI Smart Response Customer Service System Service Process Chart

▲AI Smart Response Customer Service System Service Process Chart

This system gathers experiences from technical maintenance staff and information on machine faults to establish databases containing: machine fault conditions, machine fault images, maintenance actions, and completions of machines. It logs the comprehensive repair records, and leveraging AI image recognition and data analysis, it determines the most likely fault conditions. Through accumulated maintenance experience, the machine is enabled to autonomously learn and decide, offering the most suitable solutions to technicians or clients, thus shortening the training and repair time for technicians, reducing clients' downtime and costs, and increasing the machine's additional product value.

Promoting the 'AI Smart Customer Service Maintenance Response System' across various industries for greater economic impact!

This 'AI Smart Customer Service Maintenance Response System' initially sets up a maintenance knowledge base, then employs Chatbot technology to integrate smart customer service, allowing clients to interact directly via chat to quickly resolve basic machine faults. In the training of maintenance technicians, AI can also swiftly classify and inform of the likely fault causes and troubleshooting steps, thus lessening training and repair duration. By effectively solving issues like the lack of quick repair solutions, difficulty in training personnel, and high maintenance time costs, it is poised to expand its applications to other industries for more significant economic outcomes in the future.

AI Intelligent Reply Customer Service System - Smart Image Recognition Customer Service Illustration

▲AI Intelligent Reply Customer Service System - Smart Image Recognition Customer Service Illustration

「Translated content is generated by ChatGPT and is for reference only. Translation date:2024-05-19」

Recommend Cases

【導入案例】屈臣氏導入insider AI 技術平台 加強客戶體驗提升轉換率
Watsons Introduces Insider AI Technology Platform to Strengthen Customer Experience and Enhance Conversion Rates

Watsons Taiwan, holding the leading position in physical chain drugstores in Taiwan, has continued to expand its digital transformation Since establishing Watsons' online store in 2014, apart from actively developing the e-commerce market, the company has significantly enhanced the online and offline OO omni-channel consumer experience by integrating Insider AI technology This integration utilizes extensive in-store sales data, consumer behavior analytics, and AI-driven personalized recommendations delivered at optimal times to increase conversion rates OO Online Plus Offline Boosts Customer Conversion Rate, Driving Business Growth Watsons Group, a global retail giant, has been deeply rooted in Taiwan for the past 30 years specializing in retail, store operation SOPs, and retail supply chain optimizations However, managing an e-commerce platform only began a few years ago Unlike the commonly discussed 'O2O' online to offline in retail, Watsons adopts 'OO', which is offline plus online Currently, about 20 of customers who order at Watsons' online store choose to pick up their goods at physical stores Proper service at these stores acts as a catalyst for converting online-originated customers into additional in-store revenues According to statistics, Watsons has nearly 6 million members with a substantial volume of transactions in physical retail outlets However, with over 12 million active app users and nearly 3 million app downloads, the level of member activation is still lacking By utilizing AI technology for data integration, such as providing optimized product recommendations through AI, Watsons could significantly enhance its customer conversion rate from offline to online consumption or guide online customers to in-store purchases, thereby driving business growth Homepage Personalized Recommendation Module Recommended for You Originally, Watsons used the e-commerce solution Hybris from the global system integrator SAP, which was more geared towards simple display and sales, lacking sufficient technical resources to handle enhancing the consumer experience Insider is a marketing technology martech company with offices in 25 cities globally, including a professional consultancy team in Taiwan that provides localized digital solutions Committed to optimizing digital marketing effectiveness with technology, Insider helps brands drive digital growth and is a partner to many domestic and global enterprises including Watsons, Carrefour, IKEA, Lenovo, Adidas, Sinyi Realty, and Singapore Airlines Insider has shown outstanding performance in improving customer conversion rates, repurchase rates, and advertising ROI through AI technology Watsons introduced Insider's AI algorithms primarily for enhancing customer experience, using AI's personalized and integrated marketing modules to elevate the customer interaction and improve e-commerce conversion rates Additionally, AI functionalities search for the right customers, expanding new customer groups and providing a superior shopping experience Page-specific Discount Code Copy Feature Recommended Based on Customer Behavior Insider has developed various technological modules that can be applied in different customer scenarios to enhance conversion rates Currently, Watsons' e-commerce websiteAPP utilizes different Insider modules, with some parts also tailored based on Watsons' unique attributes such as necessities repurchase, app navigation, and scratch card discounts, designing conversion kits or personalized recommendation modules for specific customer situations within Watsons Introduction of WebAPP Personalized Recommendation and Conversion Module Kits Effectively Increases Conversion Rates by 10 Watsons has already introduced the first four of the planned modules, with a full rollout of all five modules expected by 2021, aiming to enhance both online and offline cross-sales and thereby comprehensively improve Watsons’ overall e-commerce and retail performance 1 Web RecommendationConversion Suit 2 App RecommendationConversion Suit 3 InStory for eCommerce 4 Mobile App Template Store 5 Insider Architect Watsons has currently implemented the AT module, with completion expected by the end of 2021 Since partnering with Insider in 2020, Watsons has introduced WebAPP personalized recommendation and conversion module kits, effectively increasing transaction conversion rates by an average of over 10, with ROAS Return on Ad Spend averaging over 10 Watsons also hopes to integrate POS sales records into Insider's CDP Customer Data Platform to achieve a more optimized OO interaction mechanism and complete an all-channel consumer experience By combining Insider's AI technology, Watsons' self-operated official website, supplemented by extensive in-store sales data and member consumer behaviors, along with AI's personalized recommendations delivered at optimal points, the technology will significantly boost consumer transactions online and interactive opportunities in-store Utilizing new technologies in the competitive e-commerce sector allows Watsons to maintain a unique leadership position in the beautyhealth category in the consumers' minds「Translated content is generated by ChatGPT and is for reference only Translation date:2024-05-19」

【導入案例】峰漁運用AI知識化養魚 有效提升10水產產量
Fongyu Uses AI Knowledge-based Fish Farming to Effectively Increase Aquatic Production by 10%

Fisheries is an important industry in an island economy However, the fish farming industry has faced severe challenges in recent years, including climate change, labor shortage, and rising costs In particular, nearly 110,000 workers in agriculture will retire due to old age over the next 10 years For this reason, the need for aquaculture to move towards smart farming is becoming increasingly urgent Founded in 2014, Fongyu Corp Ltd has developed a unique eco-friendly farming model based on its own fish farming It uses AI knowledge-based fish farming to effectively increase aquatic product production by 10, and reduced labor cost by 15 The word "Fongyu" has a profound meaning "Fong" represents good mountains and "Yu" represents good water, and is the hope that companies will allow Taiwan to always have good mountains and good waterIt is also a homophone for "having a full figure," expressing the hope that products will give consumers a full and healthy body and mind The founder of the company, Liu Chien-Shen, has been through the difficult entrepreneurial journey of becoming an apprentice in fish farming, raising funds, renting fish farms, establishing a fish farming company, building a brand, and expanding sales Labor shortage and aging workers are hidden worries in the fish farming industry Currently, fish farms in Taiwan are still mainly traditional fish farms, and farming techniques are still passed down through word-of-mouth In addition, the labor shortage and average age of workers exceeding 60 years old has made it impossible to effectively stably improve productivity and yield This farming method makes it difficult to prevent and control diseases, and greatly increases the possibility of excessive use of drugs, environmental pollution, and water quality and ecological damage, creating a vicious cycle that lowers the quality of fish farming In addition, 651 of workers in Taiwan's fish farming industry are inadequately skilled With limited support from IoT sensors, traditional fish farmers still mainly rely on their own experience and knowledge for water quality management, feeding, and disease detection Fish farming management relies heavily on the ability of individual fishermen Once experienced workers retire, the industry will not only face the issue of succession, but also the difficult of stably supplying a certain amount of harvest that meets quality standards This may cause a dilemma for the entire industry from fish farming to sales In order to improve the pain point of inability to pass on experience in fish farming, and at the same time create a "digital" foundation for fish farming, the top priority must be to collect farming behavior data and develop AI services as an important starting point Fishery digital twin technology helps fishermen transition to smart farming With the assistance of the Institute for Information Technology III, Fongyu implemented the "fishery digital twin" technology to dynamically adjust the farming schedule In other words, the fish farming schedule is adjusted according to the species, habits, and variables of the fish The use of AI in fish farming not only effectively increase aquatic production by 10, but also reduced labor cost by 15 In terms of specific methods, we first digitalized the fish ponds, feed, and decision-making behavior for each species, such as sea bass and Taiwan tilapia, and recorded the seasonal temperature changes from releasing seedlings to harvesting, all of which were digitalized, gradually recording the experience and methods of experienced workers into a rich database Based on the recorded data, we analyzed the compound variables to find the best farming behavior and generate a dynamic farming schedule The records for each pool provide data on workers' experience However, fish farming behavior generally relies on rules of thumb Even experienced fish farmers cannot ensure that they will find the best solution Therefore, new methods are proposed to solve this issue That is, "to determine the best fish farming behavior by predicting the interaction with water quality and past data on feeding, and evaluating fish farming behavior based on water quality and fish farming," and provide fishermen with the most intuitive recommendations through daily schedules To continue optimizing the dynamic fish farming calendar on a rolling basis, iterations of the model will be developed through the three-step cycle 1 Input the current fish farming calendar into the model 2 The model predicts the future environment 3 Shortcomings of the fish farming calendar are corrected based on the future environment to obtain a new version of the fish farming calendar In the process, the experience of aquaculture experts is used to establish the causal relationship between fish farming behavior and the environment The establishment of a dynamic fish farming process and technology-based fish farming recommendation services provide a traceable and detailed fish farming process It is one of the few technologies that can digitalize fish farming Fishermen can quickly and easily record their daily behaviors to build knowledge without taking up too much time, but in the long run it can reduce labor cost by 15 and increase output and revenue by an average of 10 Smart fish farming has achieved outstanding results, reducing labor cost by 15 and increasing output by 10 At the same time, the fish farming calendar can also be extended to different aquatic species, such as white shrimp, milkfish, clams, and Taiwan tilapia, to produce fish farming schedules for ponds with different specifications, and the harvested aquatic species can be traced according to different specifications, establishing vertically integrated services for safe food products Fongyu's main products are divided into two categories One is aquaculture modules, including fry, feed, materials and probiotics, production planning and processes, and monitoring, which can be sold separately or exported as modules The high-quality aquatic products produced by Fongyu have repeatedly won awards Figure Fongyursquos official website The other category is high-quality aquatic products, including seabass fillets, seabass balls, oil-free seabass balls, seabass dumplings, and seabass soup The products have won various awards, including the top ten souvenirs in Pingtung in 2017, "Barramundi Fillet" won the 2017 Eatender of the Council of Agriculture COA, "Oil-Free Barramundi Fillet" won the 2018 Eatender Gold Food Award of the COA, and "Dumplings of Barramundi" and "Barramundi Broth" won the 2019 Eatender of the COA The consecutive awards represent that the "quality" of Fongyursquos aquatic products can be seen and eaten with peace of mind In addition, Fongyu has exclusive fingerlings that meet international needs, such as Pure seawater cultured tilapia fingerlings and seawater Taiwan tilapia fingerlings from selective breeding FY-01 are items that aquaculture companies in many countries are looking forward to The company also has aquaculture modules, disease monitoring tools, and feeding materials designed in accordance with the environment, in order to provide customers with more stable income

【導入案例】救命急如星火 AI病危系統監測掌握黃金搶救期
Life-saving is as urgent as a spark AI critical illness system monitors and grasps the golden rescue period

60-year-old Mr Huang was admitted to the hospital due to a stroke After lying in the intensive care unit for two weeks, his condition suddenly took a turn for the worse After rescue, he was lucky enough to survive In fact, with the assistance of AI critical illness early warning technology, hospitals can detect signs and take timely and accurate medical measures 6-8 hours before a patient's heart stops, which can greatly reduce the chance of death in the hospital The deterioration of the condition is a process that evolves over time, and its subtle changes are by no means without context Previous research reports show that about 60 to 70 of inpatients who experience unexpected in-hospital cardiac arrest had symptoms 6 to 8 hours before their cardiac arrest, but only a quarter of them were recognized by clinical staff Detection and discovery, therefore, there is a need for a risk warning tool or system that can be used earlier and continuously to monitor the condition, alert medical staff to pay attention to subtle changes in the patient's condition at any time, and take timely and accurate intervention measures before the condition progresses to effectively reduce adverse events or the risk of serious adverse events Unexpected deterioration cannot be detected early Acute and severe patients often undergo unpredictable changes, and timely detection or prediction of potential acute and severe patients is an important issue The currently commonly used clinical assessment method is Modified Early Warning Score MEWS, which uses simple physiological parameter assessment including heartbeat, respiratory rate, systolic blood pressure, body temperature, urine output and state of consciousness to screen out high-risk patients, and has been proven to be predictive Patient clinical prognosis MEWS is a scoring mechanism with a single time point and a standardized formula However, the AI crisis warning system developed by Boxin Medical Electronics - Hospital Emergency and Critical Care Early Warning Index System EWS is designed to predict patient status with immediate response , collect the physiological data of patients over time for deep learning, find the best prediction model, and improve the overall accuracy Boxin Medical Electronics uses a big data analysis model to build an early warning system EWS, IoT Internet of Things and 5G communication technology, allowing medical staff to remotely monitor the physiological status of patients through communication equipment, and monitor emergency and severe cases quickly The patient's condition changes and the golden rescue period of 6-8 hours before cardiac arrest can be grasped After Boxin Medical Electronics introduces AI visual interpretation, unmanned operation can greatly reduce medical manpower The AI technology developed by Boxin Medical Electronics is the Gradient Boosting Ensemble Learning System GBELS to build an early warning system It is a learning-based EWS prediction algorithm developed by the company, which is an integrated learning Ensemble Learning and is classified as supervised learning, providing the following three functions 1 Early warning risk notification is used to analyze representative data using GBELS to provide an early risk score so that medical staff can conduct immediate clinical assessment and provide appropriate medical treatment 2 Reduce medical manpower Collect continuous physiological monitoring data, such as heartbeat, respiration, blood pressure and blood oxygen concentration, etc, to reduce the time for medical staff to write cases 3 Combine IOT logistics network and 5G communication technology to quickly transmit medical data such as monitoring parameters and imaging data, and assist medical staff to monitor changes in patients' condition remotely through communication equipment AI critical illness system monitoring to master the golden treatment period Boxin Medical Electronics stated that assessing the severity of the disease in acute and severe patients is a complex task, and patients often experience unpredictable changes Clinical medical staff often judge the condition based on their own clinical experience or intuition, which lacks science and objectivity, resulting in the inability to correctly identify and timely detect potentially acute and severe patients, resulting in or misdiagnosis leading to increased in-hospital mortality of patients The introduction of an AI early critical illness warning system can assist emergency and critical care medical staff to correctly predict the patient's condition and allow patients to receive the care they need immediately This can reduce the manpower arrangement of the emergency and critical care ward at the same time and reduce labor costs In addition, the easy-to-carry design will help the system be introduced into ambulances, home care and other places in the future, so that emergency patients can receive appropriate care earlier Other departments within the hospital can also develop new applications around this system, which can effectively accelerate the development and promotion of smart medical technology With the COVID-19 epidemic still raging in many countries around the world, this system can also help hospitals in various places to operate more effectively Caring for and monitoring the condition of critically ill patients In addition to AI critical illness warning, Boxin Medical Electronics has also developed AI image interpretation - Medical Physiological Monitor Life Cycle Compliance Testing AVS, which uses AI image interpretation technology to develop automated quality inspection of life support medical equipment The instrument solves the time-consuming problem of medical instrument testing It can reduce testing time by 70, increase the number of tests by 3 times, and effectively reduce labor costs by 50 At the same time, it is 100 compliant with regulatory requirements, and gradually solves the shortage of manpower and medical resources in the medical field , medical work overload and other issues It has now taken root in mainland China and is actively preparing for its launch in Europe It will develop towards the Japanese and American markets in the future Boxin Medical Electronics develops AI image interpretation-medical physiological monitor life cycle compliance testing AVS to solve the time-consuming problem of medical instrument testing and can reduce testing by 70 time At this stage, Boxin Medical's smart medical technology has been introduced into medical hospitals including Hsinchu MacKay, Changkei, Dongyuan General Hospital, Kaohsiung University of Technology Affiliated Hospital, Zhenxin Hospital, Hsintai Hospital, Taipei Medical University Affiliated Hospital, etc GE HealthcareInc, an internationally renowned medical materials manufacturer, and Mindray Medical, China's largest medical materials manufacturer, are both representative customers of Boxin Medical Electronics 「Translated content is generated by ChatGPT and is for reference only Translation date:2024-05-19」