An advanced online virtual assistant is now available for users of Markem-Imaje printers. Powered by self-learning artificial intelligence, it ensures coder operators can quickly get their equipment running again following stoppages or usage problems.
Even the best equipment sometimes needs troubleshooting. Fixing issues fast is vital to ensure production impact is minimized. To that end, users must have quick and accurate support to address problems. Available in English, Chinese, German, Spanish, French, Portuguese and Japanese, and accessible via a single click on the company’s home page, the Markem-Imaje Virtual Assistant (MIVA) is an online support tool. It uses artificial intelligence, which is constantly learning from its day-to-day interactions with customers, to empower printer users to resolve problems themselves, 24 hours a day, seven days a week.
As a first line of help, the assistant provides interactive user manuals for all of Markem-Imaje’s key technologies. The manuals are both easy to access and intuitive to use, allowing operators to select printer model and the task or procedure they are trying to perform. The system then suggests potential solutions, supported by easy-to-follow graphical instructions from the user manual.
These are backed up by numerous “do-it-yourself” videos, giving manufacturers direct demonstrations of how to perform procedures. For more challenging issues, users can go to the advanced self-troubleshooting feature, giving either a description of the problem, such as ‘bad printing’, or entering the fault code shown on the machine user interface. The advanced troubleshooting engine uses algorithms to choose the most successful solutions to a fault first, presenting the information to the operator in the form of text, pictures and video tutorials.
If the operator is unable to solve the problem, the issue can be escalated to a help desk agent who receives a detailed situation summary enabling them to quickly understand the situation, see what has been tried and identify an alternative solution. This speeds up problem-resolution and, in many cases, avoids the need to send a technician for an on-site repair visit – a particularly important benefit given the current pandemic.