Fujifilm Business Innovation Develops Integrated Maintenance Support Platform with AI Functions

Fujifilm Business Innovation Corporation (Headquarters: Minato-ku, Tokyo; President and CEO: Naoki Hamada) has developed an integrated maintenance support platform equipped with AI functions to improve the efficiency of the entire maintenance process. The platform will be sequentially deployed in Japan, the Asia-Pacific region, and the Americas and Europe starting July 2026.

The platform centrally manages maintenance information—including service manuals, machine data, diagnostic tools, and maintenance history—on the cloud, enabling customer engineers (CEs) to quickly access the information they need. By integrating AI functions to support maintenance tasks, the platform streamlines the entire maintenance workflow from pre-visit preparation to on-site operations, contributing to reduced downtime of multifunction printers and printers used by customers. Trials conducted in Hong Kong and Australia demonstrated improvements in parts preparation accuracy and reduced service time.

▲ Overview of the Integrated Maintenance Support Platform The platform integrates maintenance information such as service manuals and machine data, allowing CEs rapid access to necessary information. AI suggests potential replacement parts and repair procedures, enhancing overall maintenance efficiency.

In recent years, maintenance operations for multifunction printers and printers require not only technical knowledge of the devices themselves but also the ability to utilize diverse data collected through advanced sensing technologies to deliver higher-quality services. In many cases, effective troubleshooting requires experience and know-how, increasing the importance of sharing and transferring expertise from seasoned CEs. Additionally, as maintenance services through local distributors expand globally, delivering consistent, high-quality service independent of individual CE skill levels has become critical.

To address these challenges, the company has developed a platform that integrates accumulated maintenance data—service manuals, machine information, diagnostic tools, and maintenance records—enabling rapid and efficient access. Previously, this information was managed across multiple separate systems. The new platform consolidates these sources, allowing CEs to access all necessary information in one place without navigating multiple systems.

▲ The platform’s top page is accessible via PC, smartphone, and tablet devices.

In addition to centralized information access, the platform features AI functions to support maintenance tasks, particularly in pre-visit parts preparation and on-site decision-making. The two AI functions are "AI Spare Parts Recommender" and "AI Service Manual."

"AI Spare Parts Recommender" – Suggests replacement parts needed for repairs

"AI Spare Parts Recommender" is used before site visits. When a CE inputs the reported issue from a customer into the platform, the AI analyzes historical maintenance data and recommends the parts most likely needed for the repair. This shifts parts preparation from experience-based estimation to data-driven decision-making, improving accuracy and increasing the first-time fix rate.

▲ Input the device issue into the "AI Spare Parts Recommender" on the platform. The AI recommends the most likely parts to bring, based on past maintenance records.

"AI Service Manual" – Guides repair procedures on-site

"AI Service Manual" is used during on-site maintenance. When a CE inputs the device issue and status into the platform, the AI analyzes service manual data to identify the root cause and suggests the appropriate repair steps. This interactive AI guidance reduces the time from diagnosis to repair completion, standardizes troubleshooting decisions, and improves service quality.

▲ Input the device’s symptoms or status into the chat function of "AI Service Manual" on the platform. The AI analyzes service manual data to identify the cause and recommends repair steps.

AI-Supported Maintenance Process

▲ The AI recommends to CEs “which parts to bring” and “which steps to follow on-site,” improving first-time fix rates, reducing service time, and standardizing decision-making.

Pilot tests conducted at overseas sites (Australia and Hong Kong) showed that the AI Spare Parts Recommender achieved an accuracy rate of approximately 80%, while the AI Service Manual achieved around 90% accuracy in recommending correct repair procedures.

Additionally, the time required for fault diagnosis at maintenance sites was reduced by more than half. These results indicate faster repairs and fewer repeat visits due to incorrect or missing parts.

As the platform operates on the cloud, it is accessible to all CEs—both Fujifilm’s own engineers and those from partner distributors—involved in maintaining Fujifilm’s printers and multifunction devices globally. Going forward, the company will continue enhancing and expanding the AI capabilities of the platform to enable high-quality, consistent maintenance services worldwide, contributing to stable equipment operation and improved business continuity for customers.

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