What challenges did ABB face before AI implementation?

Maintenance teams faced lengthy resolution times for technical issues on industrial measurement devices. Lack of rapid access to device-specific diagnostics and support resources on site. Need to reduce on-site visits and improve device uptime for industrial customers. Technical problems often required escalation, delaying resolution and incurring costs.

What was the impact of the AI solution?

Boosted first-time fix rates by up to 50%. Reduced on-site visits by enabling remote assistance. Increased device uptime through faster issue resolution.

Source

MicrosoftEvidence: Medium50/100

ABB accelerates industrial device maintenance with AI-powered assistant

Use case typeIndustrial inspectionUpdated Jun 13, 2026

ABB, a global leader in electrification and automation, launched My Measurement Assistant+, an AI-powered digital solution for industrial device maintenance and troubleshooting. The web application utilizes generative AI, cloud computing, and augmented reality (AR) to streamline device diagnostics and support. Integrated with ABB Ability Genix Copilot, the solution facilitates rapid information retrieval from multiple technology sources and delivers a single access point for remote support. Technicians and engineers can use the platform for device health analysis, troubleshooting guides, secure AR-based video calls, and root-cause analysis. Microsoft Azure provides the cloud backend for scalability and security. The projected results include resolving most technical support issues within minutes, increasing first-time fix rates by up to 50%, and boosting device uptime through faster, remote resolution. Dynamic QR codes and role-based experience further enhance usability and efficiency.

Organization: ABB
Industry: Manufacturing
Location: Switzerland
Published: March 2025

Reported outcomes

Time: Up to 50% higher

Time & speed

Planned next steps

The source says the organization aims to achieve: Resolved support issues faster.
Projected to resolve most technical support issues in minutes.

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Time: 50% increase

news.microsoft.comMar 25, 2025News articleInferred claimMedium evidence strength

Boosted first-time fix rates by up to 50%.

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: ABB
Provider: Microsoft
Maturity: Unknown
Linked source: news.microsoft.com

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 3 of 3

1AI-Powered Remote Diagnostic Support for Industrial Devices
2AR-Enabled Field Service Assistance
3Automated Root Cause Device Analysis

Developed My Measurement Assistant+, a web application leveraging generative AI, Azure cloud, and AR.
Integrated ABB Ability Genix Copilot for real-time device diagnostics and information retrieval.
Enabled AR-based Visual Remote Support for secure video calls with ABB experts.
Utilized Dynamic QR codes for instant device health reports and troubleshooting access.

Technologies

Azure AI Azure AI Copilot

Boosted first-time fix rates by up to 50%.
Reduced on-site visits by enabling remote assistance.
Increased device uptime through faster issue resolution.

Architecture

My Measurement Assistant+ is a web application integrating generative AI and AR powered by Azure Cloud. The solution connects multiple data sources via ABB Ability Genix Copilot. Maintenance engineers access device information, diagnostics, and live support through mobile/desktop, while Dynamic QR codes provide instant device context by scanning on-premises devices. Secure AR-enabled video calls link customers to ABB experts for remote troubleshooting, all managed and orchestrated through Azure AI capabilities for scalable, secure support.

Sources & evidence1

Evidence: Medium50/100Evidence strength