Epsilon - 40FACTORY

Epsilon - The conversational assistant of Macotec

Epsilon is the conversational virtual assistant that enhances Macotec’s customer support.

Client

Macotec

Type

OEM

Sector

Glass

The company

Founded in 1996, Macotec designs, builds, and installs machines and automated systems for cutting, storing, and handling flat glass. Born from the passion for technology and glass of its two Founding Partners, today it is a solid and internationally recognized company, known for its product specialization, ensuring machinery equipped with the latest components, advanced technology, and high reliability. The operational headquarters, located in Rogolo (Sondrio), spans approximately 10,000 m² and houses the mechanical processing departments with high-precision machines, offices, showroom, technical design, assistance and construction departments, as well as areas dedicated to testing and assembly of the systems.

The collaboration with 40Factory

The partnership between Macotec and 40Factory began in 2023, when the latter started developing Wilson.ai, the first virtual assistant designed specifically for the industrial sector. Thanks to Microsoft’s investment in OpenAI, 40Factory was among the first companies to experiment with private GPT algorithms on the Azure platform. In just two months, Wilson.ai took shape and was quickly made available to a select group of customers who actively contributed to the project by providing valuable feedback. This process led to the creation of a highly functional tool tailored to end users, typically machine operators. The journey culminated with the launch of the beta version in June 2023, which was released to around 30 companies across various industries, including Macotec.

A key milestone in this collaboration came later that year, when Macotec introduced its virtual assistant powered by Wilson.ai technology at Vitrum, one of the most important international trade fairs for the glass industry.

The Macotec project: same technology, different Front-End

Today, Macotec leverages Wilson.ai to further enhance its customer support services, particularly by integrating it with its remote assistance offering, now used by all its clients. The Epsilon platform, accessible directly from the machine’s PC via the customer portal, allows each operator to view their equipment and select the one for which they need immediate support. At that point, interaction with the Epsilon virtual assistant is instantaneous, giving operators quick answers as if it were a feature natively built into the Macotec application.

If the assistant cannot resolve the issue, the case is seamlessly transferred to a Macotec technician. The human operator can review the conversation history, follow the interaction, and provide real-time assistance, ensuring smooth continuity between automation and human support.

Conclusion

The collaboration between Macotec and 40Factory has delivered tangible innovation in customer support through the use of Wilson.ai. This case demonstrates how generative AI can transform industrial service processes, making access to information faster and more intuitive, while creating new opportunities to integrate AI with human expertise, offering increasingly efficient and responsive support.