{"id":11422,"date":"2025-09-04T06:46:10","date_gmt":"2025-09-04T06:46:10","guid":{"rendered":"https:\/\/www.40-factory.com\/?post_type=case-history&#038;p=11422"},"modified":"2025-09-04T06:59:49","modified_gmt":"2025-09-04T06:59:49","slug":"macotec-customer-support-with-wilson-ai","status":"publish","type":"case-history","link":"https:\/\/www.40-factory.com\/en\/case-history\/macotec-customer-support-with-wilson-ai\/","title":{"rendered":"Epsilon"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">The collaboration with 40Factory<\/h2>\n\n\n\n<p>The partnership between <a href=\"https:\/\/www.macotec.it\/en\/\" target=\"_blank\" rel=\"noreferrer noopener\">Macotec <\/a>and 40Factory began in 2023, when the latter started developing <strong>Wilson.ai, the first virtual assistant designed specifically for the industrial sector<\/strong>. Thanks to Microsoft\u2019s investment in OpenAI, 40Factory was among the first companies to experiment with private GPT algorithms on the <strong>Azure <\/strong>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 3<strong>0 companies across various industries<\/strong>, including Macotec.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Macotec project: same technology, different Front-End<\/h2>\n\n\n\n<p>Today, Macotec leverages <a href=\"https:\/\/www.40-factory.com\/en\/wilson-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">Wilson.ai<\/a> to further enhance its<strong> customer support services<\/strong>, particularly by integrating it with its remote assistance offering, now used by all its clients. The <strong>Epsilon platform<\/strong>, accessible directly from the machine\u2019s 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 <strong>quick answers<\/strong> as if it were a feature natively built into the Macotec application.<\/p>\n\n\n\n<p>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<strong> automation and human support<\/strong>.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"549\" src=\"https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-03-1024x549.png\" alt=\"\" class=\"wp-image-11405\" srcset=\"https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-03-1024x549.png 1024w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-03-300x161.png 300w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-03-768x412.png 768w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-03-1536x824.png 1536w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-03.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-gallery aligncenter has-nested-images columns-default is-cropped wp-block-gallery-1 is-layout-flex wp-block-gallery-is-layout-flex\">\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"549\" data-id=\"11399\" src=\"https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-07-1024x549.png\" alt=\"macotec epsilon assistenza clienti\" class=\"wp-image-11399\" srcset=\"https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-07-1024x549.png 1024w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-07-300x161.png 300w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-07-768x412.png 768w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-07-1536x824.png 1536w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-07.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"549\" data-id=\"11411\" src=\"https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-09-1024x549.png\" alt=\"\" class=\"wp-image-11411\" srcset=\"https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-09-1024x549.png 1024w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-09-300x161.png 300w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-09-768x412.png 768w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-09-1536x824.png 1536w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-09.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"549\" data-id=\"11408\" src=\"https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-04-1024x549.png\" alt=\"\" class=\"wp-image-11408\" srcset=\"https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-04-1024x549.png 1024w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-04-300x161.png 300w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-04-768x412.png 768w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-04-1536x824.png 1536w, https:\/\/www.40-factory.com\/wp-content\/uploads\/2025\/08\/desktop-04.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/figure>\n\n\n\n<div style=\"height:39px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion<\/h2>\n\n\n\n<p>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.<\/p>\n","protected":false},"featured_media":11403,"template":"","case-sector":[365],"case-type":[20],"case":[],"client":[325],"module":[],"class_list":["post-11422","case-history","type-case-history","status-publish","has-post-thumbnail","hentry","case-sector-glass","case-type-oem","client-macotec"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Epsilon - 40FACTORY<\/title>\n<meta name=\"description\" content=\"Today, Macotec uses the generative artificial intelligence of Wilson.ai to enhance its customer support service.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.40-factory.com\/en\/case-history\/macotec-customer-support-with-wilson-ai\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Epsilon - 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