Amneal Pharmaceuticals, a global enterprise leader in pharmaceuticals has been at the forefront of innovation in the global pharmaceutical industry. Although headquartered in the USA, the problem that Amneal sought to solve was on its many manufacturing facilities situated in India.
As typically seen at any large manufacturing facility, Amneal’s factories too used to face some amount of machine breakdowns occasionally.
Since most of the workers at Ameal’s factories were moderately educated, blue-collar workers, they were inept in fixing the machine themselves or even diagnosing the cause of the breakdown in the same.
As a result, whenever a machine broke down, the workers would immediately flock to the production manager to report the breakdown.
Whenever a breakdown was reported, the production manager had to cater to each worker, and try to fix the issue in each of the reported machines.
This frequent problem posed several challenges:
Increased turnaround time for delivery.
A single breakdown would affect the entire chain of production.
Volume of breakdowns, as it had multiple manufacturing locations.
No log of interactions between workers and production managers, leading to confusion and miscommunication.
Some machines faced the same breakdown problem periodically. And training workers, to have them fix the same old breakdowns themselves, was hard due to attrition. Consequently, the production manager found himself often giving the same training to new employees, over and over again. This was a huge waste of time in the long run.
Shashank Shah, who was in charge of business transformation and innovation was evaluating solutions to increase their operational efficiency. And when he got an overview of the machine breakdown problem at its factory floors, a solution sparked him.
Shah’s solution involved the use of chatbot technology to troubleshoot situations and reduce human dependency.
The next steps involved him finding the ideal chatbot solution partner, a task that was easier said than done. This was because Amneal’s setup of machines and processes is a part of their patented trade secret.
After scouring the tech market for months, Shashank finally found the right partner - WotNot.
WotNot fulfilled all of the qualifying conditions set forth by Amneal’s top-level management.
Security evaluation by their global info-sec team
SOC2 Type 2 Certification
Reception towards data security and privacy concerns
Furthermore, being located almost a kilometer away, made it very easy for WotNot to closely collaborate and work with the Amneal team.
And like that after a few in-person meetings, WotNot presented its solution plan to its top management.
I love how helpful their sales teams were throughout the process. The sales team understood our challenge and proposed a custom-fit solution to us.
The plan involved tablets being placed at various locations on the factory floors. Each tablet would only cater to machines in its vicinity, helping prevent information overflow.
On this tablet would be a chatbot, that would troubleshoot the problems faced by operators. They built multiple chatbots so that each could cater to a set of machines on their factory floors.
Let’s see how the troubleshooting worked:
When a problem occurs in a machine, the operator approaches the tablet closest to that machine.
Upon interacting with the tablet, the operator will be greeted by a chatbot, that would conversationally access the problem and suggest troubleshooting tips
But first, the operator feed in their Employee ID to track its usage and avoid information overflow
After authentication, the chatbot would probe the operator by series of questions - like ‘Which machine is facing an issue?’, ‘What type of issue is it?’, ‘What do you see going wrong with the conveyer belt?” etc.
Upon identifying the problem, the chatbot would offer troubleshooting steps to the operator. It was represented in the form of text, images, carousels, videos, etc., making it easy to consume information.
The operator would then try these troubleshooting tips and submit his response to the bot when it asked ‘Did this help solve your problem?”.
If the problem remained unresolved, the chatbot would offer another troubleshooting option
And if still not resolved, it would notify the relevant manager with a trailing history of the interaction via email.
By doing this, not only did the operators have access to information 24/7, but they also found answers flowing in a lot more quickly.
Also, the production manager now only had to intervene in unique or complicated situations, thus minimizing his workload and maximizing his productivity.
Their chatbot builder is so easy to use, and our team was literally able to create over 30+ bots independently in a few weeks' time.
After thorough internal testing and a successful pilot run, all stakeholders were happy with the results provided by the chatbot and the all-India rollout was executed.
Using WotNot, Amneal has not only been able to significantly optimize its manufacturing facilities and production, but has also been able to achieve all this within a secure digital environment.
WotNot also provides a dedicated customer success manager, who is usually just a call away regarding any queries you might have about the product.
WotNot was able to create a profound impact for Amneal in the following ways:
Reduced their Turnaround Time(TAT) in production and shipment.
Chatbot achieved an 80% resolution rate.
Data logging helped better track the upkeep and maintenance of machines.
Armed with a partnership built on trust and cogency, WotNot was able to create a value-based mechanism for Amneal that has drastically improved its workers’ productivity.
To expand the footprint of chatbots in their organization, Shashank and his team began evaluating other business processes that involved communication to be automated.