DMG MORI adds generative-AI Service Agent to my DMG MORI

The launch lands on a specific pain point DMG MORI describes in manufacturing: automation has pushed machine tools into round-the-clock operation, including nights and holidays, so how fast a fault gets a first response can shape the production plan. At the same time, the company says securing maintenance specialists is a challenge, and finding the needed information in voluminous manuals has taken time.

Service Agent builds on a portal that already let customers view manuals, electrical drawings, repair histories and parts purchase histories, and file service requests with attached photos or video. The new feature adds manual search and fault diagnosis, with the diagnosis drawing on confirmation items and answer candidates that reflect DMG MORI engineers' knowledge. When a chat does not resolve the issue, the automatically generated inquiry content can be sent as a service request, which DMG MORI says should let it grasp the situation accurately from the first contact.

DMG MORI intends to keep expanding the feature after launch. Beyond data accumulated in my DMG MORI and operation-monitoring software, it plans to use diagnostic data collected through GENIAC, a program aimed at strengthening generative-AI development capability, to evolve toward automatic diagnosis at the time an alarm occurs and diagnostics tailored to each customer's own environment.