TRi PLC Launches AI-Powered Chatbot for Instant Product Selection and Technical Support
At a Glance
- The AI chatbot provides instant PLC product selection and technical guidance.
- Natural language processing delivers context-aware responses for engineering queries.
- 24/7 support includes documentation access and step-by-step troubleshooting assistance.
TRi PLC has released an AI chatbot that helps customers select the right PLC and resolve technical questions without waiting in a queue. For customer support teams, this means fewer backlogs, faster resolutions, and cleaner handoffs to engineering when needed.
The chatbot uses natural language processing and a knowledge-based inference engine to answer product and engineering questions with context. It can map application needs-such as I/O count, communication protocols, and control logic-directly to compatible TRi PLC models.
"The AI Chatbot is an extension of our commitment to making industrial automation more accessible and responsive," said Shaun Derrick, manager of application engineering at TRi PLC. "It provides a technically informed dialogue with our customers, helping them quickly match application needs with the right PLC platform, and offering immediate support on configuration and integration."
What Support Teams Can Expect
- Faster first response: Instant answers for common questions, specs, and compatibility checks reduce wait times and ticket queues.
- Higher deflection rates: Routine inquiries and setup issues get solved in-chat, freeing agents to focus on complex cases.
- Consistent knowledge delivery: Answers are sourced from TRi's internal product database and engineering knowledge base, improving accuracy and consistency.
- 24/7 coverage: Reliable support across shifts and time zones, with seamless escalation to TRi's technical team when needed.
Key Capabilities
- Technical guidance on controller specs, I/O configurations, and communication interfaces (RS-485, Modbus RTU/TCP, Ethernet, MQTT - see MQTT for protocol basics).
- Instant access to user manuals, firmware updates, and programming resources.
- Step-by-step troubleshooting for setup and diagnostics to speed up time-to-resolution.
- Integration support for ladder logic environments and TRi's proprietary control software.
How This Improves Support Operations
- Time-to-resolution: Shortens the path from symptom to fix with guided steps and direct links to documentation.
- CSAT and FCR: Context-aware answers increase first-contact resolution and reduce repeat contacts.
- Escalation quality: When cases escalate, the transcript and context carry forward, cutting rework for Tier 2.
- Knowledge upkeep: Centralized updates push consistent answers to every interaction, eliminating drift across macros and playbooks.
Quick Implementation Ideas for Support Leaders
- Define clear escalation rules so complex cases route to human experts without friction.
- Tag chatbot topics (e.g., protocols, I/O, firmware) to track gaps and prioritize knowledge base updates.
- Align chatbot responses with your macros and SOPs to keep messaging consistent across channels.
- Run weekly reviews of resolved chats to spot automation candidates and refine prompts.
Try the TRi PLC AI Chatbot
Customers can interact with the TRi PLC AI Chatbot at www.triplc.com. It's built for quick product selection and on-the-spot technical guidance, with round-the-clock availability and clean handoff to human support when it matters.
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