Markem-Imaje launches online support tool

MIVA is available in English, Chinese, German, Spanish, French, Portuguese and Japanese, and accessible via the company’s home page. It uses artificial intelligence, which is constantly learning from its day-to-day interactions with customers, to empower printer users to resolve problems themselves.

As a first line of help, the assistant provides interactive user manuals for all of Markem-Imaje’s key technologies. The manuals are 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 videos, giving manufacturers direct demonstrations of how to perform select procedures.

For more challenging issues, users can go to the advanced self-troubleshooting feature, giving either a description of the problem, or entering the fault code shown on the machine user interface. The advanced troubleshooting engine uses algorithms to choose the most successful results to a fault, 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 issue, see what has been tried and identify an alternative troubleshooting. This approach speeds up problem-resolution and, in many cases, avoids the need of an on-site repair visit.