DMG Mori Launches Generative AI Service Agent

DMG Mori announced on October 19, 2026, that it had begun offering Service Agent, a generative AI feature, through its customer portal, my DMG MORI. When a machine tool malfunctions, customers can use an AI conversation to organize the situation and get suggested steps to try on site. The feature also automatically prepares information for repair or recovery inquiries, supporting customers’ initial response and aiming to shorten machine downtime. DMG Mori will demonstrate the feature at JIMTOF 2026, held at Tokyo Big Sight from October 26 to 31.

As manufacturing sites become more automated, quick initial responses to faults during continuous operation—including nights and weekends—can affect production plans. At the same time, finding enough maintenance specialists is a challenge, and locating needed information in extensive manuals can take time. The existing my DMG MORI portal lets customers view machine manuals, electrical diagrams, and past repair and parts purchase records; they can also submit service requests with images or videos.

Service Agent can search manuals and help diagnose faults. Customers can ask by chat about operating procedures or programs, and receive answers based on manuals published in the portal. For fault diagnosis, the feature presents check items and suggested answers informed by DMG Mori engineers’ expertise. Through a mostly multiple-choice exchange, customers can organize details such as alarm messages, when a problem occurred, and how often it occurs.

After the conversation, the feature analyzes the fault and suggests solutions based on the manuals, so customers can try to resolve it without waiting for DMG Mori to contact them. If the problem remains, they can send a repair or recovery service request using information automatically assembled from the chat. DMG Mori says this will help it accurately understand the situation from the first contact and shorten the lead time to recovery.

DMG Mori plans to expand the feature after launch. It intends to use information accumulated in my DMG MORI and its machine monitoring software, along with diagnostic data collected through the GENIAC project, which aims to strengthen generative AI development capabilities. The company aims to expand the reference data, advance toward automatic diagnosis when alarms occur, and enable diagnoses suited to each customer’s environment.

DMG Mori announced on October 19, 2026, that it had begun offering Service Agent, a generative AI feature, through its customer portal, my DMG MORI. When a machine tool malfunctions, customers can use an AI conversation to organize the situation and get suggested steps to try on site. The feature also automatically prepares information for repair or recovery inquiries, supporting customers’ initial response and aiming to shorten machine downtime. DMG Mori will demonstrate the feature at JIMTOF 2026, held at Tokyo Big Sight from October 26 to 31.

As manufacturing sites become more automated, quick initial responses to faults during continuous operation—including nights and weekends—can affect production plans. At the same time, finding enough maintenance specialists is a challenge, and locating needed information in extensive manuals can take time. The existing my DMG MORI portal lets customers view machine manuals, electrical diagrams, and past repair and parts purchase records; they can also submit service requests with images or videos.

Service Agent can search manuals and help diagnose faults. Customers can ask by chat about operating procedures or programs, and receive answers based on manuals published in the portal. For fault diagnosis, the feature presents check items and suggested answers informed by DMG Mori engineers’ expertise. Through a mostly multiple-choice exchange, customers can organize details such as alarm messages, when a problem occurred, and how often it occurs.

After the conversation, the feature analyzes the fault and suggests solutions based on the manuals, so customers can try to resolve it without waiting for DMG Mori to contact them. If the problem remains, they can send a repair or recovery service request using information automatically assembled from the chat. DMG Mori says this will help it accurately understand the situation from the first contact and shorten the lead time to recovery.

DMG Mori plans to expand the feature after launch. It intends to use information accumulated in my DMG MORI and its machine monitoring software, along with diagnostic data collected through the GENIAC project, which aims to strengthen generative AI development capabilities. The company aims to expand the reference data, advance toward automatic diagnosis when alarms occur, and enable diagnoses suited to each customer’s environment.