Remote support and operational knowledge for industrial service
One platform to connect technicians and experts, centralize service requests, and make manuals and procedures available directly in the field.
Acty is remote technical support software designed for industrial companies, machinery manufacturers and OEMs that want to manage after-sales service more efficiently, with greater control and consistency across technicians, customers and partners.
Augmented reality video assistance, professional chat, call routing, AI-powered manuals, Digital Work Instructions, analytics and smart glasses work together in a single environment.
Reduce the time required to manage technical issues, avoid unnecessary travel and make your experts’ knowledge available wherever it is needed.
A new model for industrial technical support
Remote technical support
Video, audio and 3D augmented reality allow experts to see the problem and guide technicians in real time.
Professional communication
Chat, calls and routing centralize service requests and direct them to the right team or specialist.
Operational knowledge
AI-powered manuals and Digital Work Instructions make documentation, procedures and technical know-how available directly in the field.
Trusted by companies managing service and maintenance worldwide
See the problem and guide the solution remotely
With Acty augmented reality remote support, the expert sees exactly what the technician sees at the machine.
During the session, the expert can use visual annotations to indicate which component to inspect, where to intervene, which control to use, which procedure to follow and which anomaly to check.
- 3D augmented reality: arrows, symbols, text and 3D objects are overlaid on the real image to make instructions clearer.
- Smart glasses: technicians can receive support while keeping both hands available and viewing instructions directly within their field of vision.
- Shared archive: messages, images, videos, notes and session metadata are collected in an environment accessible to authorized users.
Centralize technical communication
Acty replaces fragmented conversations and uncontrolled channels with a professional environment dedicated to technical service.
- Integrated technical chat: share text, photographs, videos and documents within a single thread linked to the service request.
- Calls and routing: define routing rules by customer, product, team, expertise or service level. Each request is directed to the right person without relying on a technician’s personal phone number.
- Simultaneous translation: real-time voice and text translation supports more than 120 languages, making communication easier between experts, technicians, dealers and international customers
Turn technical documentation into an operational tool
Acty makes manuals, procedures and technical knowledge available during the activity itself, not only within document repositories.
When technicians need to work independently, they can rely on Sophia AI, the document intelligence module integrated into Acty. Sophia AI allows users to search technical PDF documents by asking questions in natural language. It analyzes the documentation uploaded by the company, provides contextual answers and takes the user directly to the relevant section of the source, reducing the time required to find the right information.
Digital Work Instructions: turn know-how into a company asset
The Acty Work Instructions module allows companies to create structured, digital step-by-step instructions that guide technicians and operators through complex activities.
Text, images, videos, checklists and documents make procedures available directly in the field, from troubleshooting and scheduled maintenance to quality checks and audits.
Each execution can generate a report containing the responsible user, completion times and collected content, improving traceability and knowledge sharing.
Acty use cases
Technical support and troubleshooting
Connect customers and technicians with the most qualified specialists and guide preliminary checks remotely.
Industrial maintenance
Support scheduled and corrective maintenance, as well as inspections and checks performed directly on the machine.
Installation and commissioning
Supervise system configuration, connections, testing and start-up remotely.
Audits and inspections
Guide operators towards inspection points, collect images and document completed checks.
Field service
Support field technicians during complex, unusual or unexpected activities.
Operational training
Turn remote sessions and digital procedures into opportunities for practical field coaching.
Customer success stories
Salvagnini
Salvagnini adopted Acty to connect technicians and customers more quickly. The introduction of the software reduced telephone support intervention times by more than 50%.
Marchesini Group
Marchesini Group uses Acty together with Epson Moverio smart glasses to manage activities remotely that previously required a technician to be physically present on site.
ABB
ABB developed R.A.I.S.E. — Remote Assistance for Electrical Systems — using Acty in a white-label configuration to connect experts with technicians working on electrification systems.
Consulting, onboarding and guided adoption
With Acty, you do not simply introduce new software. You define an operating model for managing remote support, communications and technical knowledge. From the initial discussion through go-live, we work with your team on use cases, roles, configuration and operating rules, because results depend not only on technology, but also on how effectively it is integrated into daily processes.
- Business consulting: not a generic demo, but a guided session to understand your scenario, objectives and priority use cases.
- Onboarding: an activation and training plan built around the roles involved and the features to be used.
- Guided adoption: dedicated follow-up sessions to assess real usage, address potential obstacles and make the team fully autonomous.
From remote support to complete service management
Acty is the solution dedicated to remote support, professional communication and operational knowledge.
For companies that want to digitalize the entire after-sales process, Acty can be integrated into Service Qube, the platform that brings technical support, documentation, spare parts, maintenance and installed-base knowledge together within a single portal for customers and dealers.
Acty is developed by Icona Srl
Acty is a solution developed by Icona Srl, part of the Icona Technology group, which specializes in software for customer service and after-sales operations. The platform continuously evolves through collaboration with industrial companies, technicians and service managers, integrating new technologies and functions that address real operational requirements.