English
JapaneseIMPACT STORIES
Engineering.IA
A GenAI-powered complaint intelligence and knowledge retrieval platform built on top of FUSO’s Zeus complaint ecosystem.
Company Name
FUSO
Industry
Automobile
Impact
Faster resolution and improved productivity
Application
Chatbot
Background
Mitsubishi Fuso Truck and Bus Corporation (FUSO) operates in a highly technical environment where rapid issue resolution and engineering feedback are critical to product quality and operational efficiency. To support this, FUSO developed the Zeus Portal a centralized repository of technical complaints across regions, containing structured metadata (vehicle model, component, region) along with detailed descriptions and resolutions. Over time, this repository scaled to lakhs of records, becoming a valuable but increasingly complex knowledge base. Cubastion, as a long-term technology partner to FUSO across multiple AI and enterprise platforms, identified the need to enhance how this accumulated was knowledge accessed and utilized. Engineering.IA was developed as an intelligent layer on top of Zeus to make historical complaint intelligence instantly searchable, comparable, and actionable.
Challenges Faced
Manual & Time-Intensive Investigation
Time-intensive complaint investigation due to manual Excel-based filtering
Difficulty in Identifying Similar Issues
Difficulty in identifying similar complaints across large datasets
Delayed Resolution Benchmarking
Delays in benchmarking resolutions for current issues
Limited Visibility into Recurring Patterns
Limited visibility into recurring technical patterns
Inconsistent Knowledge Access
Inconsistent knowledge access across teams and regions
High-Volume Data Handling Complexity
Handling lakhs of complaint records with varying formats and narratives
Semantic Variability in Issue Descriptions
Semantic variability in how similar issues are described
Balancing Structured & Contextual Analysis
Balancing structured metadata filtering with contextual similarity
Insight Generation Without Accuracy Loss
Generating synthesized insights without losing technical accuracy
Traceability of Complaint Records
Ensuring traceability to original complaint records
Solutions
Cubastion developed the Diagnostics Chatbot (DTC), a GenAI-powered assistant that enables technicians to access and interact with technical knowledge using natural language or diagnostic codes, delivering structured and actionable insights.
Intelligent Complaint Retrieval
1. Retrieves similar historical complaints based
on context, not keywords
2. Supports queries across vehicle model,
region, and component
3. Identifies relevant cases even with varied
phrasing
Similarity Ranking & Clustering
1. Ranks complaints based on contextual
relevance
2. Groups related issues into clusters
3. Surfaces recurring technical patterns
Synthesized Resolution Insights
1. Generates summary insights across multiple
complaints
2. Provides both aggregated view and detailed
records
3. Maintains alignment with original resolution
logic
Source-Cited Responses
1. Includes complaint I D references in every
response
2. Ensures traceability to Zeus records
3.Builds trust in AI-generated outputs
Conversational Query Interface
1. Supports natural language queries
2. Handles investigative and exploratory
questions
3. Enables both typed and voice-based
interaction
Structured Response Presentation
1. Combines summaries, ranked complaints,
and references
2. Formats outputs for decision-readiness
3. Reduces effort in interpreting raw data
Business Outcome
User Onboarding Growth
400+ active users onboarded within weeks of launch, reflecting rapid adoption of the platform.
Onboarding Efficiency
200/week average user onboarding rate, highlighting high demand for AI-assisted complaint resolution
Operational Workflow Improvement
40% faster problem resolution, demonstrating seamless integration into daily engineering workflows.
User Engagement Volume
1200+ messages exchanged, indicating strong early engagement and active usage
