“Cerebra” transforms complex data into actionable insights for marketing and sales, while also enabling the rapid creation of new AI agents.
Case Study
Resolve IT incidents in production faster with multi-agent AI
As manufacturing IT environments become more complex, support teams need immediate access to the right context, ownership and technical knowledge. By connecting production and monitoring data, ticketing information, documentation and code context, Reply enables a leading automotive manufacturer to resolve incidents 40 per cent faster while reducing manual search and coordination effort.
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The project at a glance
Smooth production processes thanks to AI-supported IT operations
The scenario
Keeping manufacturing running requires fast, well-informed IT support
In highly interconnected manufacturing environments, IT disruptions have a direct impact on production flow. Due to the ever-growing number of business-critical applications, our client - a leading automotive manufacturer - had previously had to painstakingly piece together relevant information from fragmented data streams and isolated systems.
This time-consuming process tied up valuable expert resources in research and coordination, rather than allowing them to be used for the actual problem-solving. The automaker was therefore looking for a scalable approach to IT operations that would reduce complexity, shorten response times, and ensure long-term production stability.
The solution
A multi-agent AI system designed for manufacturing IT operations
Together with Reply, the car manufacturer implemented a multi-agent AI system that supports IT experts throughout the incident management process. Acting as a digital partner, the solution brings together relevant context from multiple sources, structures it in real time and translates it into targeted recommendations for action. Interaction takes place intuitively via chat or through an digital human, while four specialised AI agents support the process in the background.
DTO Agent
(Digital Twin of the Organisation)
The DTO Agent connects production and monitoring data with ticketing information in real time. It provides immediate visibility into priorities, incident context and required actions, helping support teams understand situations faster and respond with greater precision.
Factory Agent
The Factory Agent helps clarify responsibilities and service context at the start of the process. By identifying ownership early, it reduces coordination overhead and enables experts to focus more quickly on issue resolution.
Documentation Agent
The Documentation Agent makes organisational knowledge directly accessible within the incident workflow. Drawing on documents and wikis, it helps surface relevant expertise when needed and ensures that existing knowledge can be used consistently across the support team.
Code Agent
The Code Agent supports technical analysis by helping experts understand complex code dependencies more quickly. This is particularly valuable in legacy system landscapes, where faster insight can improve root cause analysis and accelerate resolution.
The technology behind it
A digital twin as the
operational foundation
The solution is built on a digital twin of the production line. This precise, real-time representation of production, together with internal documentation and existing system code, forms the knowledge base of the system. It allows the car manufacturer to complement human expertise with relevant, context-specific insight and support decisions with a stronger operational foundation.
The results
Faster incident resolution, higher support quality and less manual effort
With the new solution, the car manufacturer has strengthened its ability to manage the growing complexity of manufacturing IT with greater speed and consistency. The results include:
By reducing time spent gathering information and clarifying ownership, the solution allows IT experts to focus more of their time on higher-value problem-solving while continuing to support stable, high-performance production operations.
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