Acty for field technical support
For industrial machinery manufacturers, transforming post-sales service from a cost center into a strategic asset requires a single infrastructure: the Acty cloud platform centralizes field communication, integrating 3D Augmented Reality and artificial intelligence for total tracking of operations. This combination of technologies allows for optimizing interventions, reducing downtime, and improving operational accuracy.
Real-Time troubleshooting through AR remote support
Imagine a company manufacturing automation machines receiving an urgent alert: an assembly plant has stopped in a factory overseas. The on-site technician lacks specific experience with the machine, and sending an expert would take at least two days, incurring high costs and production slowdowns.
With Acty, the field technician can immediately connect with a remote expert who, thanks to AR, visualizes the plant in real time and identifies the issue. Through Augmented Reality overlays, the expert guides the technician step by step, precisely indicating the switch points.
If the technician uses industrial smart glasses, intervention efficiency increases even further. Instructions are displayed directly on the lenses, allowing the operator to work hands-free and follow directions without taking their eyes off the machine. This results in greater safety, precision, and effectiveness in carrying out operations.
The fault is resolved immediately. Without waiting for a specialized technician to arrive, the problem is solved in minutes, avoiding costly downtime and improving operational continuity.
Technical documentation management through Artificial Intelligence
Fast and accurate access to technical documentation is essential for effective maintenance and field support. Paper manuals, scattered PDFs, and language barriers slow down technicians’ work, increasing the risk of errors and machine downtime. Acty addresses these issues with an innovative approach through AI-powered document consultation with Sophia and digital work instructions.
Field operators can:
- Access technical diagrams, manuals, and video tutorials directly in the field, without additional apps.
- Use AI to consult technical documentation instantly, saving time and improving intervention effectiveness.
- Gain higher precision in operations, avoiding misinterpretations.
Sophia is the AI assistant integrated into technical manuals: field operators no longer need to manually search through PDF pages or contact back office support. Just type a question in natural language, and Sophia provides an immediate answer, complete with a direct link to the relevant document section.
The integration of Work Instructions and AI for technical documentation allows companies to drastically reduce intervention time and improve repair accuracy.
As is well known, Acty’s Work Instructions transform operational procedures into interactive digital instructions, accessible directly from smartphones, tablets, or smart glasses. Each technician can follow, step by step, the operations to be performed on a machine, reducing the risk of error and ensuring compliance with company standards.
- Discover how Sophia AI Enterprise creates validated operational knowledge ready to be used when it matters
- Digitize your operational procedures with Work Instructions
Customized and structured field support with Acty
Field support isn’t limited to real-time problem resolution—it requires an organized and efficient system that ensures immediate communication, clear data management, and a customized interface aligned with the company’s brand identity.
Acty overcomes the fragmentation of traditional apps and personal communication channels by providing a single, all-in-one application for photos, videos, chat, and GPS tracking. This makes it possible to centralize field communications while protecting employee privacy — by keeping personal phone numbers hidden — and ensuring full compliance with regulations and collective bargaining agreements. This system ensures:
- Immediate assignment of the calls to the most qualified support group.
- Greater efficiency in request management, reducing wait times.
- Continuous support, with the option to involve multiple technicians if necessary.
Detailed reporting for complete control
Each support intervention must be documented and analyzable to ensure quality, traceability, and continuous improvement. Acty automates information collection through the User Dashboard, enabling tracking of service history, performance analysis, and generation of detailed reports.
At the end of each intervention, the platform automatically generates a comprehensive PDF report complete with metadata, timestamps, and geolocation data. This structured reporting turns collected data into reliable legal evidence that protects both the company and the customer, while eliminating the need to manually prepare service reports.
All data can also be exported for further analysis or integration with other enterprise systems, offering a structured and professional approach to information management.
Personalized user experience with Skin App
Beyond improving operations, Acty allows companies to customize the application interface with their own brand. With the Skin App feature, users downloading Acty on iOS or Android will see the company’s logo and colors, strengthening brand identity and enhancing customers service perception.
Customization also extends to the support operator, thanks to Skin Expert, which allows assistance screens to reflect the company’s logo and graphic style. Even the reporting can be personalized, including the company logo in every document shared with clients.
Acty revolutionizes field technical support, offering a complete solution that combines Augmented Reality, Artificial Intelligence, and advanced communication management. With Acty, you transform technical support into a faster, more organized, and strategic process, ensuring your company a competitive edge and superior customer assistance.
