Generative AI Support Assistant for Industrial Alarm Resolution

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Maintenance and troubleshooting of industrial control systems and their associated machines and devices often require significant time and effort due to unfamiliar alarm conditions or system performance issues, necessitating manual reference to device manuals or vendor support for resolution.

Innovation Solution

A generative AI system that integrates a user interface, context retrieval, and a generative AI model to analyze user prompts, retrieve relevant contextual data and chat histories, and generate natural language responses for addressing technical support issues, including recommended actions.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If service personnel manually reference device manuals or contact vendor support for unfamiliar alarm conditions, then they can obtain technical support, but the time and effort required for resolution increases significantly

Engineering Contradiction:

Improveaccuracy of technical supportVSAvoidtime to resolve alarm conditions

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The system enables service personnel to independently resolve alarm conditions by automatically retrieving relevant information from device manuals and archived chat histories, eliminating the need to manually contact vendor support while providing accurate, context-specific guidance

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system pre-retrieves and stores relevant contextual information, device documentation, and archived troubleshooting chat histories before they are needed, so that when an alarm occurs, the information is immediately available for rapid resolution without manual searching

Inventive Principle:

Principle #10Preliminary action

2Ease of operation

If service personnel spend considerable time finding resolutions to unfamiliar alarm conditions, then they can address complex technical issues, but productivity decreases

Engineering Contradiction:

Improveability to resolve complex issuesVSAvoidresolution speed

Core Design Contradiction:

Ease of operationVSProductivity

Solution Approach 1:

The system acts as an intermediary between service personnel and the vast repository of technical documentation and archived knowledge, automatically retrieving and presenting relevant information that bridges the gap between complex technical issues and rapid resolution

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system replaces the manual mechanical process of searching through device manuals and contacting support personnel with an automated information retrieval system that uses natural language processing to understand and respond to service personnel's queries

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Data Source

PatentUS12567074B2Generative AI for customer support acceleration

Publication Date: 2026.03.03 ROCKWELL AUTOMATION TECH INC

AI summary

An industrial technical support system acts as an interactive assistant that leverages generative artificial intelligence (AI) techniques to suggest solutions to industrial alarm conditions or other performance problems based on earlier documented solutions, thereby expediting the process of finding alarm resolutions. The system enhances a user's prompt with relevant contextual data retrieved from stored documentation as well as relevant past chat histories to assist the system's generative AI model in recommending accurate resolutions to alarm conditions or performance issues described by the user's prompt.