All About X 2024: Shaping the Future for Mobile Maintenance and Digital Service
01/21/2025
Since 2018, oculavis has been hosting a premier business conference focused on
AI Chatbot for Support Processes in Mechanical Engineering Wins VDMA Young Talent Award
Written by
Anna Layko, PhD
Anna Layko, PhD
- CORPORATE NEWS
- 3 min. reading time
Summary
The “Digitalization in Mechanical Engineering” Young Talent Award is a prestigious prize granted annually by the VDMA Software and Digitalization and VDMA Education Policy, two units of the VDMA, the Machinery and Equipment Manufacturers Association. It honors outstanding theses by engineering and computer science graduates from Germany and Austria that push the boundaries of digital solutions for mechanical engineering.
One of the 2024 award-winning projects is the bachelor’s thesis of Marta Mrowczynski, a Aachen University of Applied Sciences graduate and Marketing Manager Web at oculavis. Under the supervision of Prof. Dr.-Ing. Frank Hartung (FH Aachen) and Dipl.-Wirt.-Ing. Martin Plutz (Managing Director, oculavis GmbH), Marta explored the potential of Large Language Models (LLMs) to enhance efficiency in service and maintenance support processes.
“Marta Mrowczynski’s work is a remarkable example of how academic research can seamlessly transition into practical, real-world applications. By leveraging LLMs to optimize support processes, this project showcases the transformative potential of generative AI, setting new benchmarks for digital innovation in mechanical engineering.”
Prof. Dr.-Ing. Frank Hartung
Professor
FH Aachen
Prof. Dr.-Ing. Frank Hartung
Professor
FH Aachen
“Marta Mrowczynski’s work is a remarkable example of how academic research can seamlessly transition into practical, real-world applications. By leveraging LLMs to optimize support processes, this project showcases the transformative potential of generative AI, setting new benchmarks for digital innovation in mechanical engineering.”
Prof. Dr.-Ing. Frank Hartung
Professor
FH Aachen
Prof. Dr.-Ing. Frank Hartung
Professor
FH Aachen
The project was developed in collaboration with Aachen-based software scale-up oculavis GmbH, a leading provider of mobile maintenance and service solutions. It centered on creating an innovative AI-powered chatbot that leverages AI-generated videos to address queries. The chatbot was seamlessly integrated into oculavis’s ticketing system and validated through a comprehensive user study involving 60 customers from the mechanical engineering and manufacturing sectors.
The study results were highly encouraging: the chatbot accelerated query resolution by 35% and improved response accuracy by 16% compared to traditional support technologies. Additionally, user acceptance surged, with the chatbot being 38% more popular and praised for its intuitive and user-friendly design.
“Exploring the use of LLMs in real-world support processes was an exciting challenge. It’s incredible to see how AI can accelerate operations and fundamentally improve company-customer interactions.”
Marta Mrowczynski
Marketing Managerer Web
oculavis GmbH
Marta Mrowczynski
Marketing Managerer Web
oculavis GmbH
“Exploring the use of LLMs in real-world support processes was an exciting challenge. It’s incredible to see how AI can accelerate operations and fundamentally improve company-customer interactions.”
Marta Mrowczynski
Marketing Managerer Web
oculavis GmbH
Marta Mrowczynski
Marketing Managerer Web
oculavis GmbH
By integrating AI-generated videos, the chatbot redefines user experience and raises the quality of technical support to a new level. “This innovation highlights the transformative potential of AI technologies to streamline complex processes while delivering solution knowledge for machines, buildings, and other enterprise assets more efficiently,” adds Martin Plutz. The positive feedback from customers underscores the critical role of AI-driven solutions in the industrial sector. The chatbot not only fulfills industry requirements but also establishes a new standard for human-machine interaction.
Would you also like to make lasting changes to maintenance and service processes with asset management, ticketing, digital work instructions and augmented reality (AR) video calls? Then arrange an individual consultation with us. We look forward to connecting with you.
For more details on this and other award-winning projects, visit the VDMA online article, “Future makers: VDMA honors talents for digitalization in machinery”.
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