Manufacturing
The expert in their pocket,
on every client floor.
How a global manufacturing company built a technical support tool on Forra that lets technicians troubleshoot any robot issue on-site, in seconds, with the exact source and location in the documentation to back it up.
The challenge
A new product. A lot of documentation. A technician on the clock.
The collaborative robotics solution is a modular system. Each installation combines multiple components: a robot, a palletizer, a conveyor, and more, each with its own technical documentation, error codes, settings, and procedures. When something goes wrong on a client’s production line, a technician needs the right answer fast.
The problem is that the right answer could be anywhere. Across manuals, across components, across startup procedures, shutdown sequences, error message glossaries, and troubleshooting guides. Searching manually through that volume of documentation while standing on a factory floor, with a production line stopped and a client waiting, is not a viable workflow.
The goal was clear from the start: give technicians a tool that makes them fully autonomous in the field, without having to call back to base, dig through binders, or guess.
The solution
Ask the question. Get the answer. See exactly where it comes from.
Mirego built the technical support assistant directly on Forra, a platform designed to deploy AI-powered tools inside organizations quickly and without infrastructure overhead. The result is a conversational support tool that covers every technical aspect of the robotics ecosystem: startup and shutdown procedures, error messages, settings configuration, and step-by-step troubleshooting guides.
A technician on a client’s site types their question in plain language. The assistant searches across the entire documentation library simultaneously, across all components and all manuals, and returns a clear, structured answer with the exact source and location in the document so the technician can verify it themselves if needed.
That last part matters. The tool isn’t asking technicians to trust a black box. It shows its work. Every answer comes with a reference, which builds confidence in the field and keeps the human in control of the final call.
Because it’s built on Forra, the tool was deployed without building and maintaining custom infrastructure from scratch. The team focused entirely on what mattered: the quality of the answers and the reliability of the source tracing.
The outcomes
Autonomous technicians. Faster restarts. Fewer escalations.
- Technicians can troubleshoot any system component on-site, independently, without calling back to base or waiting for support.
- Every answer includes the exact source and location in the documentation, so technicians can validate the information and act with confidence.
- The tool covers the full technical ecosystem across all components and manuals, from a single interface.
- Downtime is reduced because the time between identifying an issue and finding the procedure to fix it collapses from minutes of manual searching to seconds.
- New technicians ramp up faster: the tool gives them access to the same knowledge base as a seasoned expert, from day one in the field.
- Built on Forra, the solution was production-ready without the overhead of custom infrastructure, letting the team focus on answer quality rather than platform architecture.
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