100% Parameter Capture
Incomplete Requests
Vague messages lack serials and revisions. Robofy guides customers to collect essential attributes upfront.
Customer support for the installed base
AI Agent for CNC Customer Support: Spares, Service & Warranty
CNC manufacturers, dealers, and aftermarket teams answer documented questions, collect the machine details needed for action, qualify new enquiries, and route complex cases to the right person.
ISO 27001 CertifiedWeb + WhatsApp
Zero commitment. See how workflows run with your approved equipment catalog.
Clear scope from day one
Built for CNC Customer Conversations, Not Machine Control
Robofy streamlines customer conversations around machinery while keeping technical control firmly with your engineers.
In Scope: Guided Intake & Triage
- Answers documented specs from approved OEM manuals
- Captures serials, controller versions, alarm codes & photos
- Queries equipment registries for catalog component matching
- Packages verified context for parts & service specialists
Out of Scope: Machine Control
- Zero G-code generation, toolpath calculations, or PLC overrides
- Never improvises unapproved repairs or advises bypassing interlocks
- No autonomous warranty claim approvals or financial commitments
- No replacement for certified field engineers or factory technicians
Where support slows down
A Simple Parts Question Rarely Arrives With Everything Your Team Needs
When a spindle fails or an alarm halts production, customer messages rarely include serials, controller revisions, or photos. Every missing detail triggers manual back-and-forth while machines sit idle.
The Manual Bottleneck
24-48h Latency · 3-4 Loops1
Vague Initial Message
“Spindle component failed. Send replacement cost ASAP.”
2
Critical Data Missing
❌ Missing Serial❌ Unknown Controller❌ No Part Photo❌ Unspecified Plant
3
Manual Search Delays
Coordinators search paper manuals and ERP tables.
4
Delayed Dispatch
Production remains halted awaiting machine context.
Robofy Guided Intake
< 2 Min Intake · Zero Guesswork1
Customer Initiates Inquiry
“Spindle component failed on our machine. Send replacement cost ASAP.”
2
Instant Field Capture
✓ Model: VMC-850✓ Serial: SN-4921✓ Fanuc 0i-MF✓ Photo Uploaded
3
Automated Catalog & Doc Match
Matches part ENC-4820-A in catalog and verifies history.
4
Ready-for-Action Human Routing
Ticket pre-filled with verified specs and routed to Parts Desk.
85% FAQs Automated
Repetitive Questions
Engineers lose hours clarifying standard specs and warranties instead of solving critical faults.
1 Unified Source
Knowledge Fragmentation
Manuals sit fragmented across PDFs. Robofy unifies approved documentation into one structured reference point.
24/7 Multi-Shift Coverage
After-Hours & Shift Delays
Shops run 2nd and 3rd shifts. 2:00 AM alarms are triaged, validated, and prepped for morning dispatch.
One front door, several teams
Who the CNC Support Agent Can Serve
One front door adapts intake questions, source lookups, and routing paths based on user type, product line, and region.
OEM Support
CNC Machine OEMs
Installed-base care across machine series and controller variants.
Route:“Drive spec lookup”→OEM Engineering Desk
Partner Network
Dealers & Distributors
24/7 access to manuals, compatibility matrices, and regional contacts.
Route:“CTS pressure specs”→Territory Manager
Parts Desk
Aftermarket & Parts
Guided capture of serials, part revisions, and photos for quotation.
Route:“Photo attached”→Regional Parts Desk
Agreements
AMC & Service Providers
Contract entitlement checks, PM intake, and visit booking.
Route:“Spindle AMC check”→Contracts Manager
Dispatch
Field Service Leads
Pre-triaged alarm dossiers and logs before dispatching field technicians.
Route:“AL-1004 Overload”→On-Call Field Tech
Lead Discovery
Machinery Sales Teams
Workpiece discovery, tolerances, envelopes, and qualified capex lead files.
Route:“5-axis titanium spec”→Application Engineer
Live support simulation
See the Information Collected Before Your Team Steps In
Watch Robofy guide machine inquiries into structured engineering tickets before your team spends time on manual triage.
CNC-specific workflows
Four Conversations That Should Arrive Ready for Action
Robofy structures messy inbound messages into verified engineering packages before specialists step in.
From first message to the right next step
How Robofy Handles a CNC Support Request
Four steps transform raw messages into verified action packages without moving engineering authority away from your team.
- 1Classification
Understand the enquiry
Triages intent across parts, breakdown, warranty, manuals, dealer, or sales, matching queries to approved sources.
Intent Triaged - 2Intake
Collect machine context
Captures model, serial, controller, part ref, alarm codes, and plant details for each inquiry.
Parameters Verified - 3Execution
Answer or take action
Answers from approved manuals, queries connected catalogs via API, or creates downstream tickets.
System Connected - 4Handoff
Escalate with context
Routes complex cases to specialists with pre-filled machine dossiers. Zero redundant customer questions.
Human In Control
Robofy handles intake, document lookup, and triage. It never operates machinery or approves warranty claims.
A practical intake standard
The CNC Support Intake Checklist
Robofy collects only required attributes per scenario, keeping conversations fast for customers and actionable for engineers.
01
Machine Modele.g., Haas VF-2SS, DMG Mori NLX 2500
02
Machine Serial IDe.g., Stamped serial number (SN-884920)
03
Controller & Firmwaree.g., Fanuc 31i-B, Siemens 840D sl
04
Alarm Code & Messagee.g., AL-1004 Axis Z Overload, EX1028 Drop
05
Component Referencee.g., Spindle cartridge, ball screw, encoder
06
Photo Attachmente.g., Nameplate photo or alarm screen
07
Plant Location & Baye.g., Facility 3, Bay B, Cleveland
08
Severity & Urgencye.g., Machine Down vs Scheduled Spares
09
Contract & Warrantye.g., Comprehensive AMC, OEM Warranty
10
Authorized Contacte.g., Lead mobile, WhatsApp, or email
Approved knowledge in, useful work out
Connect the Conversation to the Information and Channels You Approve
Ground your agent exclusively in approved OEM catalogs, service manuals, and warranty policies. Responses never stray outside verified content.
Knowledge sources
- Spare-parts catalogs
- User manuals and service docs
- Warranty and AMC policies
- Web pages, FAQs, brochures
Robofy CNC support agentUnderstand · collect · answer · route
Channels and actions
What about ERP, CRM, and ticketing systems?
Robofy integrates with ERPs, CRMs, and ticketing systems via webhooks and REST APIs. Actions respect your business rules, enabling live inventory checks, ticket creation, or lead dispatch without unrestricted database access.
Guided implementation
Built With Your Team, Tested Against Your CNC Scenarios
Tailored to your machine catalog and approved documentation, not a generic template.
- 01
Discovery & source review
Catalog supported machines, recurring tickets, approved documentation, and data boundaries.
- 02
Knowledge & rules setup
Ingest approved manuals, configure required intake fields, thresholds, and routing destinations.
- 03
Real CNC validation
Stress-test against real breakdown, parts, and warranty scenarios to verify answer precision.
- 04
Deployment & monitoring
Launch across Web and WhatsApp. Review edge cases and continuously expand documentation coverage.
Control is part of the design
Security, Source Boundaries, and Human Authority
Industrial support demands strict data privacy and absolute human authority.
ISO/IEC 27001:2022 Certified
Customer records and machine data are protected under an audited ISMS with encryption in transit and at rest.
Review ISO 27001 CertificationStrict Source Boundaries
Answers strictly from approved OEM catalogs and manuals. Never hallucinates fitment or improvises repair advice.
Review GDPR & Privacy StandardsHuman Authority & Escalation
Safety-critical decisions, warranty approvals, and engineering deviations remain with human specialists. High-risk requests escalate immediately.
Explore Human Handoff ArchitectureQuestions from CNC teams
What to Confirm Before You Deploy
These answers describe the intended scope of a Robofy CNC support workflow. The final implementation depends on your approved knowledge, systems, and escalation process.
Does Robofy control or program CNC machines?
No. Robofy is designed for customer and dealer conversations around CNC products and service. It is not a CNC controller, CAM system, G-code generator, machine-monitoring system, or predictive-maintenance tool. It can answer from approved documentation, collect the information needed for a request, and route the conversation. Machine operation, programming, diagnosis, and safety decisions remain with qualified people and the systems designed for those tasks.
Can the agent identify spare parts for a particular machine?
It can ask for the model, serial number, controller, assembly, current part reference, photograph, and other identifiers your parts team uses. It can then answer from an approved catalog or use a configured lookup. A definitive compatibility or fitment result should be returned only when the approved source supports it. Ambiguous matches can be packaged into a structured request for a parts specialist instead of being guessed.
Can it check live stock, pricing, warranty, or AMC status?
Yes, when an appropriate customer system is connected and the workflow has permission to retrieve that information. The exact capability depends on available APIs, data quality, authentication, and business rules. Without a live connection, the agent can explain approved policies and collect the details needed for review, but it should not invent inventory, prices, coverage, delivery dates, or contract eligibility.
What happens when the agent is unsure?
The intended behavior is to ask a clarifying question or use human handoff. The escalation can include a concise summary, conversation history, machine identifiers, attachments, location, urgency, and contact details collected during the exchange. Confidence boundaries and escalation triggers are agreed during implementation. A technically sensitive request should reach a qualified person rather than receive a confident answer unsupported by the approved information.
Can it work on both our website and WhatsApp?
Robofy supports website and WhatsApp customer conversations. The two channels can use the same approved knowledge and routing rules while adapting the experience to the channel. The exact WhatsApp setup depends on the business account, templates, consent requirements, and workflow. Visit the WhatsApp AI agents page for the broader channel capabilities and onboarding context.
What information can be used to configure the agent?
Appropriate sources can include public website pages, FAQs, machine and accessory catalogs, spare-parts catalogs, manuals, service documentation, warranty or AMC policies, dealer guidance, sales brochures, and other approved material. Connected systems may provide permitted live context. Your team determines which sources are authoritative, which content is public or restricted, and which topics must always be escalated.
How long does implementation take?
The timeline depends on the number and condition of the source documents, the product families in scope, required channels, routing complexity, system integrations, security review, and the number of scenarios that need validation. A focused workflow based on prepared documentation is different from a multi-region deployment with live ERP or warranty lookups. The 20-minute demonstration is the right place to define a realistic first scope and implementation path.
Bring one real support question
See Robofy Handle a CNC Support Request
Experience a live walkthrough with a representative CNC scenario from your catalog. Zero commitment.