A natural opening for service contracts
A customer who has just been helped through a breakdown is open to a maintenance agreement. The logged case shows your team who to approach, and about which machine.
Self-Service Agent
Customer self-service on every machine. Your hotline goes quiet.
One QR code on the nameplate turns every unit you have ever shipped into its own service agent. Operators scan it, ask in their own language and get the answer for their exact configuration, around the clock.
G-PACK 1200 Serial no.48-2291 Year2019
„E-102, the line keeps stopping. What do I do?“
Low hydraulic pressure at station 2. Three checks before
you call anyone:
1 Oil level in the sight glass 2 Valve V3 fully open 3 Filter indicator not in the red Operating manual · 7.3 · rev. C
Ask again Order the part
Breakdowns do not wait for your hotline hours.
The people who need your machine to run are almost never the people who bought it. And they hit the problem when your hotline is closed. This is the shift where a service reputation is made or lost.
- 02:40
The line stops
A fault code the operator has never seen, and no documentation for this exact machine at hand.
- 02:41
The operator scans the nameplate
Phone camera on the QR code. The agent opens straight away and already knows which machine it is looking at.
- 02:43
They get their answer
In their language, for their configuration, with the manual page it came from, and the three checks to run before escalating.
- 02:55
The line runs again
No call, no ticket, no truck roll. Your team reads what happened in the morning. The case was logged anyway.
Instant answers for customers, time back for service.
None of these questions need a specialist. All of them currently need one, because the answer sits somewhere in hundreds of pages of documentation that nobody can search at the machine.
„It has stopped. What now?“
Fault codes, warning lamps, a noise that is new. The agent walks the operator through the checks in the right order and says clearly when it is time to stop and call you.
- Fault code explained in plain language
- Safe checks first, disassembly never
- Hand-off to your team with the context attached
„How do I set it up for this product?“
Changeovers, parameters, recipes, restart after a stop. The questions a new operator asks in their first month, and the ones an experienced one asks after a two-week holiday.
- Changeover and parameter guidance, step by step
- Restart procedures after a stop or an oil change
- Onboarding new shift staff without your trainer on site
„What is due, and when?“
Maintenance intervals depend on the configuration and on how hard the machine has been run. The agent knows both and can remind the customer before something becomes a breakdown.
- Intervals for this unit, not a generic table
- Consumables, lubricants and quantities named
- A route into your maintenance contract, not away from it
„Which part do I need, and is it available?“
The most expensive question in after-sales, because the wrong part number means a second shipment and a second stoppage. The agent resolves it against the real bill of materials.
- The part that fits this serial number, not the model
- Availability and lead time straight from your ERP
- Successor parts when the original is discontinued
„Where is the certificate for the audit?“
Declarations of conformity, test records, circuit diagrams, training material. The requests that always arrive on a Friday and always land on the same colleague's desk.
- The right document for this unit, in the right revision
- Declarations, drawings and test records behind one code
- Only what that customer is entitled to see
One agent per serial number
Every unit knows its own configuration state.
A chatbot on your PDF library gives every customer the same reply. That is exactly the reply that sends an operator to a valve their machine does not have. The agent answers per unit, because that is the only version of the answer that is actually true.
- The options it was actually built with. Two units off the same line in the same week can need two different procedures.
- The revision that applies today. Retrofits, control updates and replaced assemblies move the machine to a different chapter of the manual.
- Its own history. What was repaired here before is often the fastest route to what is wrong now.
- Only this customer's data. One code, one machine, one company. Nobody sees another customer's plant.
From your documentation to a working agent.
No data project up front. The agent reads what you already have and pins it to the serial number.
- Step 1
Connect the knowledge
Manuals, bills of material, spare parts and solved cases, per machine type.
- Step 2
One code per serial number
Every unit you have ever shipped gets its QR code, as a sticker on the nameplate or printed in the manual.
- Step 3
Scan and ask
The operator asks in their own language and gets the answer for exactly this configuration, with its source.
- Step 4
Fewer calls
Routine questions resolve themselves around the clock, and the record per machine grows with every case.
Self-service pays back twice. Fewer calls, more parts orders.
Customers order spare parts wherever they get a clear answer first. When that answer comes from the machine itself, the enquiry and the order stay with you.
How it works
- 01
The agent identifies the part
Resolved against this unit's bill of materials, including successor parts, so nobody has to identify a component from a photo or ask a third-party supplier.
- 02
It confirms price and availability
Their contract price, current stock and a realistic delivery date: what decides whether the customer orders now or compares offers elsewhere.
- 03
The order reaches your systems
The enquiry or order arrives in your ERP or CRM with the serial number, the part number and the conversation it came from already attached. Nothing to re-type, nothing lost.
Benefits
Improvement over time
Which questions come up most, on which machine type, in which region. Your customers show you where the documentation, the training and the product itself can get better.
From 2027 the manual may be digital.
EU Regulation 2023/1230 applies from 20 January 2027 and allows the operating instructions to be supplied digitally. The same structured per-unit data is what a Digital Product Passport will need.
- Today Printed manual and a 300-page PDF per machine
- 20 Jan 2027 EU Machinery Regulation 2023/1230 applies
- From then Digital operating instructions permitted, per unit
One code, three obligations handled
- Digital operating instructions instead of a mandatory paper stack. A printed copy stays available on request.
- Documentation tied to the serial number, so every unit points at the revision that actually applies to it.
- The structured per-unit record a Digital Product Passport builds on: assembled as a by-product, not as a second project.
Under your brand, within your limits.
Putting an assistant in front of your installed base is a brand decision as much as a technical one. You set what it looks like, what it may say and where it stops.
Presented in your corporate design
Your logo, your colours, your domain, your tone of voice. The customer experiences your service, not a third-party widget.
Answers drawn solely from your documents
The manual, the parts data, the release notes you approved, with the source named. Never from a language model's general knowledge.
You draw the safety line
Which topics an operator may be walked through and which always go to a technician is your decision: configured once, enforced every time.
Every request stays logged
Every conversation is logged against the machine. Your team sees in the morning what was asked overnight, and what the agent could not answer.
Complementary agent
Some cases still need your team. The groundwork is done.
The machine is already identified, the history read and the likely causes ranked. The same agent that served your customer hands the case over instead of restarting it. One knowledge base, two doors, no double maintenance.
Free live demo
See how Genow makes service more efficient.
See in 30 minutes how Genow turns your documentation into a self-service agent that answers customer questions around the clock and takes the load off your hotline.