In Service Portal Cloud, machine builders can now launch their self-service AI assistant for end users with the click of a button.
Willem Hofmans
Owner & CEO, IXON B.V.
IXON B.V. provides IXON Cloud, a connectivity and IIoT platform for machine builders and manufacturing companies. More than 2,000 machine builders worldwide use it to service their machines in the field.
With every machine generation the information grows: documentation, service tickets, maintenance history and machine data from alarms to operating logs. People can no longer keep track of it. What is needed is simplification rather than ever more dashboards. IXON sees Artificial Intelligence as the key to this and decided to make AI part of the platform itself. aiXbrain was commissioned as AI supplier to build a corresponding AI Assistant in the platform core.
The AI Assistant gives IXON customers faster response times and less specialist capacity tied up. Both are business critical, because in a service case the answers sit partly in the manual and partly spread across several apps and dashboards, and hardly anyone can bring it all together quickly. The few machine specialists who can are the typical bottleneck for support, service partners and end customers.
As a foundation, aiXbrain's Agent Framework was integrated into the IXON Core. Through MCP, every platform app tells the AI Assistant what it can do. The agent then selects the capabilities it needs to complete its service task. Key apps were made "agentic" in this way, from document management to the service logbook.
The Agent Framework we use is open by design: IXON and third parties can connect further apps and AI agents, even without aiXbrain. The AI Assistant handles task planning, generates code at runtime for analyses and exports, and develops an understanding of the architecture and data models that makes questions across an entire machine fleet possible. Mandatory document search and intent classification prevent invented answers, and every agentic action is logged transparently.
On this basis, four AI use cases have already emerged: Document Chat answers from the official documentation, in the user's own language. Guided Troubleshooting leads from the symptom step by step to the fix. Assisted Report Generation produces mandatory authority reports on request. Fleet Monitoring answers questions about the entire machine fleet.
Every customer of the IXON platform can now benefit from agentic AI. IXON is delivering on its own AI vision inside its product. This pays off in sales as well: AI use cases can be shown quickly and live to prospects, where they generate real enthusiasm.
Machine builders and machine operators running IXON can use the AI Assistant to resolve first-level support cases automatically, service partners work independently with the machine manufacturer's knowledge, and authority reports take minutes instead of hours. Machine specialists are not replaced but relieved, and needed only for the really tough nuts to crack.