Artificial intelligence is starting to move closer to the day-to-day work of keeping packaging lines running. Instead of only analyzing data after the fact, AI-enabled systems are being used to support troubleshooting, identify patterns, anticipate problems, and help equipment respond to changing conditions.
In this edition of On the Line, we look at how AI is changing connected support, how machine data can help operators solve problems, and what OEMs need to consider as remote service expands.
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Rockwell Automation brings AI-assisted tools to remote support
Getting technical help when equipment goes down can mean waiting for the right person to diagnose the problem or arrive on site.
Rockwell Automation’s new TechConnectIQ Support service combines AI-assisted search, digital tools, and access to technical support engineers to help manufacturers troubleshoot controls, drives, HMIs, software, and other automation systems remotely.
The service is designed to help maintenance and engineering teams find relevant technical information faster and connect with Rockwell support when additional expertise is needed.
“Instead of having to wait between the time we see that fault versus getting someone on site, explaining the problem, we’re here to help right away,” said Bill Prather, lead global product manager for production optimization services at Rockwell Automation’s Lifecycle IQ Services division.
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Ranpak uses AI to turn packaging machine data into operator guidance
AI is also changing what happens when the problem reaches the operator.
Ranpak’s Connect.IQ suite is designed to let workers interact directly with equipment when an issue occurs. Operators can talk to the machine, receive feedback about what may be wrong, and get guidance on how to address the problem without immediately relying on a service technician.
Ranpak chairman and CEO Omar Asali explained how the company is also leveraging machine data.
“We’re doing a lot of data analysis work for preventive maintenance and predictive maintenance,” Asali said, noting it will not only help with equipment uptime but also overall productivity. “The equipment is just becoming smarter in an industrial setting to bring efficiency to the customer.”
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How OEMs can scale remote service without expanding cyber risk
As more equipment can be supported remotely, access to machines inside customer facilities becomes a bigger consideration.
Packaging OEM’s remote management report looks at how OEMs can build visibility, secure access, and consistent service workflows into connected equipment.
Cyolo uses a zero-trust approach that limits users to the specific equipment they are authorized to access rather than providing broad access to a customer’s network. For OEMs, that can help remote troubleshooting and service scale while giving customers greater control over who can reach their systems.
“The customer has control of our system, unless they explicitly assign us as a user. By design, we don’t see what’s going on in their systems,” said Joe O’Donnell, chief strategy officer and executive vice president of corporate development at Cyolo. “That’s true zero trust.”
→ Download the report
Final takeaway
AI is giving manufacturers and OEMs new ways to troubleshoot equipment and use machine data to respond to problems.
As more of that support happens remotely, how teams securely access equipment will become just as important as what they can do once they’re connected.
