Enhance technical support with AI-based manual consultation

In compression stations or offshore plants, a technical anomaly is not just a cost, but a critical safety risk. In classified environments, the operator must resolve the fault in real time without taking their eyes off the plant and with hands free.

In the industrial manufacturing and complex machinery sector, every minute of downtime represents a significant cost. Traditional methods of consulting technical manuals are often slow, disorganized, and unsuitable for operational environments where speed and efficiency are crucial.

In this context, AI-powered technical manual consultation emerges as a strategic solution to reduce intervention times, provide immediate technical support, and improve the competitiveness of after-sales service.

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Case study: reduced resolution times thanks to interactive manuals

An industrial equipment manufacturer had an international team of field technicians who were often hindered by hard-to-find technical documentation, not always translated, and frequently outdated. Relying on support from headquarters slowed down intervention times and reduced end-customer satisfaction.

The adoption of Acty has enabled technicians at remote sites to:

• View P&ID diagrams and emergency procedures directly on ATEX Smart Glasses, keeping their hands free to operate valves and actuators;
• Instantly access the specific section of the manual related to the error codes of control systems;
• Reduce average resolution time by 40% for complex cases;
• Drastically decrease human error.

Acty, with its “Work Instructions” feature enhanced by artificial intelligence, enables technicians to access real-time step-by-step instructions, electrical diagrams, video tutorials, and specific documentation directly on smartphones, tablets, or smart glasses.

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Automated and instant technical consultation with AI

The real innovation of AI-powered consultation lies in its ability to act as a “virtual technical consultant” tailored for industry. Users don’t need to type specific commands or know complex keywords—the AI understands the context and delivers the most relevant solution, communicating in both natural and technical language.

By integrating Sophia, the AI assistant developed for Acty, into its technical manual network, our client achieved:

• Rapid consultation even in emergency situations, without relying on remote experts;
• Autonomous management by junior or non-specialized personnel;
• Dynamic adaptation of information based on the user’s background (technician, installer, maintenance operator).

This type of automation has eased the burden on the central support department, reducing help requests by 70% thanks to AI’s preventive and resolving intervention.

Smart manuals: the key to fast problem resolution

Traditional technical manuals are static, hard to update, and difficult to customize. In contrast, manuals integrated into AI systems like Acty are dynamic, contextual, and alive. They can be linked directly to the machine’s serial number, the type of contract, and the operator’s experience level.

The competitive advantages observed include:

• Servitization: manuals have become a sellable service for clients, differentiating the post-sales offering;
• Cost Reduction: fewer trips for senior technicians and fewer hours of phone support;
• International Expansion: thanks to automatic voice translation, manuals are accessible even to non-Italian-speaking operators.

Furthermore, Acty’s integration with voice-controlled Smart Glasses certified for hazardous areas ensures safe, hands-free document consultation, eliminating the need to introduce tablets or paper manuals into explosion-risk areas.

AI-powered technical manual consultation, when integrated into a platform like Acty, boosts efficiency, improves support quality, and reduces costs. Most importantly, it transforms technical documentation into a dynamic, proactive, and strategic business tool.
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