Last updateFri, 14 May 2021 12pm

An intelligent multi-lingual virtual assistant to ensure excellent availability of coding equipment

MIVA copyAn intelligent multi-lingual virtual assistant to ensure excellent availability of coding equipment

Users of Markem-Imaje equipment now have an online virtual assistant at their disposal. Optimised by an artificial intelligence process with automatic learning, the tool ensures that printers can be restarted quickly in the event of stoppages or operating problems.
Even the most efficient equipment sometimes requires a solution to a malfunction. Solving problems quickly is vital to minimise the impact on products. Users need fast and reliable support. That's why Miva, for Markem-Imaje Virtual Assistant, was designed. Available in Chinese, English, French, German, Japanese, Portuguese, Spanish and Chinese, Miva is an online support tool, accessible with a single click on the home page of the company's website. Based on an artificial intelligence device, the tool constantly learns from its daily interactions with visitors to give users the means to solve problems themselves, 24 hours a day, 7 days a week.
For immediate help, operators can easily access interactive and intuitive manuals. Operators choose the printer model first, then the job or procedure they want to apply. Miva then suggests possible solutions with easy-to-follow, graphical instructions. These solutions are supported by numerous hands-on demonstration videos to help you implement the task or procedure you are looking for.
For a more difficult problem, users are provided with advanced self-service problem-solving capabilities. They can describe the problem, e.g. "wrong impression", or enter the error code shown on the encoder user interface. Miva uses algorithms to directly select the most effective solutions to solve the problem, presenting the information to the operator in the form of text, images and video tutorials.
If the problem cannot be solved by the operator himself, it can be escalated to a technician at the local call centre. The technician receives a detailed summary that enables him to quickly understand the situation, check what has already been tried and propose an alternative solution. This speeds up problem resolution and in many cases avoids the need for an on-site technician, a particularly important advantage in the current pandemic.


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