TOKYO, July 16, 2026 – FUJIFILM Business Innovation Corp. (President: Naoki Hama) has developed an AI-powered Integrated Maintenance Support Platform to enhance efficiency across the entire maintenance process. The company will begin a progressive rollout of the platform starting in July 2026 across Japan, the Asia-Pacific region, Europe, and North America.
The platform centrally manages maintenance-related information in the cloud, including service manuals, machine information, diagnostic tools, and maintenance records, providing Customer Engineers (CEs) with quick and easy access to the information they need. Equipped with AI-powered functions that support maintenance operations, the platform streamlines the entire maintenance process—from pre-visit preparation to on-site service—thereby helping reduce downtime for customers’ multifunction devices and printers. In pilot trials conducted in Hong Kong and Australia, the platform demonstrated improvements in spare-parts preparation accuracy as well as reductions in service time.
- ▲Overview of the Integrated Maintenance Support Platform. The platform integrates key maintenance information, enabling CEs to quickly access the information they need. In addition, AI-powered functions recommend spare-part candidates and repair procedures, helping improve efficiency across the entire maintenance process.
In recent years, maintenance operations for multifunction devices and printers have required not only technical expertise related to the equipment itself, but also the ability to leverage a wide range of information generated through advanced sensing technologies and other sources to deliver higher-quality services. In many maintenance scenarios, appropriate judgment and response rely heavily on experience and know-how, making it increasingly important to effectively share and transfer the expertise of experienced CEs. In addition, as maintenance services are increasingly provided through partners around the world, there is a growing need to deliver consistent service quality that does not depend on the skills or experience of individual engineers.
To address these challenges, FUJIFILM Business Innovation has developed a platform that integrates maintenance information accumulated over the years, including service manuals, machine information, diagnostic tools, and maintenance records, enabling quick and efficient access to the information required for maintenance operations. Previously, these maintenance resources were managed and utilized through separate systems designed for different purposes. By consolidating these resources, CEs can access and utilize the information they need through a single platform, without having to search across multiple systems.
In addition to providing a centralized environment where maintenance information can be accessed and utilized, the platform offers AI-powered functions that support maintenance operations, assisting CEs in making decisions related to spare-parts preparation before site visits and troubleshooting activities in the field. The platform incorporates two AI functions: AI Spare Parts Recommender and AI Service Manual.
AI Spare Parts Recommender is an AI function used before a service visit. Based on the details of a customer’s service request, a CE enters information about the issue into the AI Spare Parts Recommender. The AI then analyzes historical maintenance records and recommends spare-part candidates that are likely to be required at the customer site. By transforming spare-parts preparation from experience-based decision-making to a more data-driven approach, the function improves the accuracy of spare-parts selection and helps increase first-time fix rates.
AI Service Manual is an AI-powered function designed for use at customer sites during maintenance operations. When a CE enters details of an issue and the condition of the device into the AI Service Manual, the AI analyzes service manual information to identify potential causes and recommend appropriate troubleshooting and repair procedures.
By interactively providing guidance that previously required engineers to search through extensive service manuals and make their own assessments, the AI significantly reduces the time from problem identification to repair completion. It also standardizes decision-making and improves overall service quality.
In proof-of-concept trials conducted at FUJIFILM Business Innovation operations in Australia and Hong Kong, the AI Spare Parts Recommender demonstrated an accuracy rate of approximately 80% in recommending spare parts, while the AI Service Manual demonstrated an accuracy rate of approximately 90% in recommending appropriate service procedures.
In addition, the platform reduced by more than 50% the time required for CEs to identify the causes of equipment failures. These results indicate strong potential for faster repairs and fewer repeat visits caused by insufficient spare-parts preparation.
The cloud-based Integrated Maintenance Support Platform can be used by all CEs worldwide involved in the maintenance of FUJIFILM Business Innovation multifunction devices and printers, including those working for FUJIFILM Business Innovation and its authorized partners. FUJIFILM Business Innovation will continue to enhance and expand its AI capabilities to support high-quality maintenance services globally and contribute to the stable operation of customers' devices and improved business continuity.
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