How Thunai AI Eliminated Resolution Delays for a Global Manufacturer's Supply Chain

Client Overview

Our client is a global leader in industrial manufacturing, managing a complex supply chain with thousands of vendors. Their entire business is built on Just-In-Time (JIT) production.

For this client, a single supplier delivery delay is not a minor issue; it's a critical failure that can halt a multi-million dollar production line.

Their supplier support team is the central nervous system for their entire operation.

The Challenges: A Fragmented and Reactive Support System

For our client, managing supplier exceptions was a costly, manual, and high-risk process. Their support teams were overwhelmed, and their agents were struggling to find the right information.

This led to inconsistent answers, slow resolutions, and critically frustrated manufacturing partners.

Their existing siloed systems were failing under the pressure.

• Fragmented Systems & Wasted Time: Agents had to manually toggle between the ERP, CRM, and multiple inventory systems. This "swivel chair" work meant a simple query ("Where is my shipment?") turned into a 45-minute investigation.
  
• Inaccurate Resolutions and High Frustration: Because systems were disconnected, one agent would promise a date based on the CRM, while another saw a different date in the ERP. This inconsistent information destroyed trust and led to critical escalations from their most valuable partners.
  
• Inability to Triage Escalations: The system treated every call with the same priority. A simple status check was handled by a senior agent, while a critical, high-frustration call from a key partner ("This is the third time!") was stuck in the queue.
  
• Lack of Proactive Insight: The team was purely reactive. By the time an agent was alerted to a delay, the production line was already at risk. They had no system to proactively identify alternate vendors or solutions, forcing them to simply apologize for the delay.

Thunai's Intelligent Solution: An AI-Powered Command Center

Thunai revolutionized the client's supplier support by deploying its AI Support Agent and Co-pilot on a single, unified omni-channel platform.

1. Thunai was integrated directly with their core ERP, CRM, and inventory management systems to create one source of truth.
   
2. The AI agent handled the initial conversation on voice, chat, and email, using real-time sentiment analysis to detect the manufacturer's urgency and frustration.
   
3.  If a caller's sentiment score spiked, the system would instantly alert a senior human agent to "barge in" and take over the call. This turned a potential crisis into a high-touch, white-glove resolution.
   
4. For the human agent, Thunai's AI Co-pilot worked in the background. It instantly retrieved all relevant context—past orders, communication history, SLAs, and internal SOPs—and displayed it in a single pane.
   
5. The AI would then provide suggested resolutions, such as, "Shipment is delayed 5 days. Send updated ETA and apology note. Alternate vendor [ABC Corp] has stock. Draft RFQ?"

Beyond co-pilot, Thunai's AI gave them proactive operational control:

• Proactive Problem Solving: Thunai's AI didn't just report problems; it solved them. It proactively checked inventory levels against production schedules. If a delay was detected, it automatically identified alternate approved vendors with the material in stock and drafted an RFQ for the manager's approval, preventing a downstream crisis.
  
• A Single Source of Truth: Because all agents (human and AI) worked from the same unified platform, the information was finally consistent. The logistics team saw the same data as the support team, eliminating errors and rebuilding trust with their manufacturing partners.

Conclusion

Thunai's AI and Co-pilot system changed the client's chaotic, reactive support center into a controlled, proactive, and highly efficient command center.
The platform automated low-value tasks and armed human agents with the right data at the right time.
This not only saved an estimated $1.2M in operational costs and errors but, more importantly, it secured their production lines by cutting resolution times by 60% and solidifying critical supplier relationships.