Smart Bean: the intelligent assistant that responds over coffee
With Generative AI and the support of Cluster Reply, Lavazza has made IoT data management faster, allowing internal teams to intervene promptly on connected coffee machines.
#Generative AI
#IoT
#Data Management
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The challenge
Centralise the technical information of the connected machines, ensuring faster and more intuitive access to data for Lavazza teams.
SCENARIO
Overcoming data fragmentation to improve efficiency
Lavazza, a global leader in the coffee sector, has always been synonymous with quality and innovation. Its coffee machines connected through IoT allow internal teams to monitor the health of the machines in real time, through an IoT portal that collects telemetry information, such as firmware updates, alerts, errors, any anomalies reported by the sensors and daily coffee consumption.
The division of the portal into several sections, designed to ensure structured and detailed data management, however, required employees to navigate between different areas of the portal to cross the information necessary to resolve anomalies. In some cases, it was necessary to consult separate technical documentation or open support tickets, making the search process less immediate.
A more centralised and immediate approach could have optimized response times and simplified machine management, making the system even more efficient.
The solution
An AI assistant to optimise access to IoT data
Generative AI was Cluster Reply's answer to Lavazza's challenge. The collaboration led to the development of Smart Bean, a virtual assistant based on Generative AI, perfectly integrated into the IoT portal consulted by Lavazza's internal teams. Thanks to an intuitive interface and Natural Language Processing algorithms, Smart Bean centralises access to key information such as consumption, errors, alerts, firmware updates and technical documentation, allowing immediate answers through a simple natural language prompt, without having to navigate through multiple systems or documents.
This solution optimises the work of each team: marketing quickly analyses consumption to improve promotions and strategies, customer care reduces service times, and technical teams quickly access manuals and device configurations, accelerating maintenance.
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With Smart Bean, getting the data we need has become quick and simple, just like preparing an espresso. Thanks to this innovative solution and the partnership with Cluster Reply, we have improved productivity and made the work of all our teams more efficient.
Elvio Grigiante, IoT & Customer Mobile App IT Manager
Lavazza
How did we do it
A structured approach to maximize efficiency
The implementation of Smart Bean was guided by a structured approach based on data analysis. Cluster Reply reviewed the requests for assistance, identifying the most frequent and critical use cases for the design of the system. The assistant, based on Azure OpenAI, has been integrated with different data sources: Azure Data Explorer to collect telemetry information from machines, SQL Database to manage contractual and performance data, Cosmos DB & nbsp; for device configurations and Blob Storage for document storage.
After this phase, Smart Bean was integrated directly into the Lavazza IoT portal, using an interface already familiar to operational and strategic teams in order to facilitate its use. To ensure an effective transition, a training and onboarding program has been initiated, followed by a monitoring phase to collect feedback and further optimise the system.
RESULTS
A significant improvement in productivity and processes
The adoption of Smart Bean has brought significant benefits in accessing and managing information, with concrete results:
Optimized data management
139 Lavazza employees can now quickly access information from more than 68,000 IoT machines, improving operational efficiency.
Faster response times
Smart Bean has reduced search and intervention times with an average response time of under 4 seconds.
Simplification of processes
Automation has streamlined request management, eliminating repetitive manual tasks and improving workflow.
Increased productivity
More immediate access to data has made operations more effective, improving user experience and service quality.
Lavazza is an Italian company founded in 1895 in Turin by Luigi Lavazza, a global leader in the coffee sector. Present in more than 140 countries, it offers a wide range of products, including coffee beans, ground coffee and capsules, for domestic and professional consumption. The company is recognized for its dedication to quality, innovation and sustainability. Lavazza continuously invests in research and development to anticipate the needs of the market and consumers. With a history of more than a century, Lavazza represents Italian excellence in the world of coffee, combining tradition and innovation to offer high quality products to its customers.
Cluster Reply is the Reply Group company specialized in consulting and system integration services based on Microsoft technologies. With in-depth knowledge of the different market segments and thanks to Microsoft certifications, in the Modern Work, Business Application, Digital & Apps Innovation, Cloud & Infrastructure, Data & AI, IoT & Security, CRM, Low-Code and Sustainability areas, Cluster Reply creates solutions that guarantee efficiency, flexibility and security.