Normalized claim
Time: 80% decrease
Reduced complaint resolution times by 80%.
Vivix Vidros Planos Transforms Glass Manufacturing with Mendix Low-code and Amazon Bedrock
Use case typeKnowledge managementUpdated Jun 13, 2026
Vivix Vidros Planos, a Brazilian glass manufacturer, was challenged by slow, manual production tracking and complaint resolution processes and the need to accelerate technician training. In collaboration with AWS partner Mendix, Vivix built Virtual Engineer, a generative AI chatbot powered by Amazon Bedrock foundation models including Claude-2, integrated with Mendix Glass DNA application. The Virtual Engineer supports production data insights, defect analysis, real-time complaint support, and knowledge sharing using RAG with IT/OT data integration. The solution led to an 80% reduction in complaint resolution time, 85% faster response to production issues, accelerated technician training from years to months, and improved operational efficiency.
- Organization
- Vivix Vidros Planos
- Industry
- Manufacturing
- Location
- Brazil
- Published
- April 2026
Reported outcomes
+85%
quantified impactOther quantified impact
−80%time
Strategic outcomes
New product / capabilityLaunched generative AI virtual engineerSpeed & agilityAccelerated complaint resolution and issue responseEmployee experienceShortened technician training periodBetter decisions & insightImproved production insights and defect analysis
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Quantified impact: 85% increase
Improved response to production issues by 85%.
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Vivix Vidros Planos
- Provider
- AWS
- Maturity
- Production
- Linked source
- AWS Partner Success Stories
The solution led to an 80% reduction in complaint resolution time, 85% faster response to production issues, accelerated technician training from years to months, and improved operational efficiency
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1Chatbot
- 2Knowledge Management
- 3Operational Efficiency
- Manual tracking and resolution of production and customer complaints were slow and inefficient.
- Technician training took years due to lack of accessible operational knowledge.
- Legacy data systems lacked integration and real-time insights for production teams.
- Partnered with AWS and Mendix to develop Virtual Engineer, a generative AI chatbot using Amazon Bedrock foundation models.
- Integrated chatbot within Mendix Glass DNA application for seamless user experience.
- Utilized AWS services including AWS Lake Formation, Amazon RDS, Amazon EC2, Amazon S3, Amazon Athena for data storage and analytics.
- Implemented Retrieval Augmented Generation (RAG) for enhanced chatbot accuracy using IT and OT data sources.
- Reduced complaint resolution times by 80%.
- Improved response to production issues by 85%.
- Shortened technician training from years to months.
- Enhanced operational efficiency and knowledge sharing on the manufacturing floor.
Architecture
Architecture features Amazon Bedrock with foundation models including Claude-2, integrated with Mendix Glass DNA app. Uses AWS Lake Formation, Amazon RDS, Amazon EC2, Amazon S3, Amazon Athena, and implements Retrieval Augmented Generation (RAG) for chatbot knowledge accuracy.
Sources & evidence1
Evidence: Medium50/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Quantified outcome available
- Technical implementation details available
Published: Apr 29, 2026Publisher: AWS Partner Success Stories
AI-generated summary. Verify important details with the linked sources before relying on this case.
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