Vention has launched round-the-clock, video-based remote support, giving manufacturers live access to Vention automation experts at any hour of any day. The company is demonstrating the service this week at PACK EXPO International in Chicago alongside the Rapid Series Palletizer 3.0 and its connected conveyor ecosystem.
Building on the Remote Support service it introduced in 2023, Vention now connects manufacturers with automation experts on every shift. When a line stops at 2:00 a.m., the operator can open a live video session from the machine pendant and reach an expert within 10 minutes. The expert joins with the full context of the machine, including hardware and firmware versions, real-time I/O state, and the program running on MachineMotion AI.
“Our customers now have two kinds of expertise working for them at any hour,” said Etienne Lacroix, founder and CEO of Vention. “Vention’s automation experts are available on every shift, and AI agents like MachineAgent help their teams understand and improve performance across every line. Together, they keep production moving long after installation.”
Founded in 2016, Vention offers an AI-powered, full-stack platform that unifies hardware, software, and physical AI into one experience. The Montreal-based company has over 28,000 machines deployed worldwide, in a community of more than 6,000 factories.
Remote support solves 90% of issues remotely, says Vention
With remote support, the pendant’s front and back cameras give the expert a clear view of the cell, while human-machine interface (HMI) screen sharing, voice, and chat keep the operator and expert working side by side. For deeper troubleshooting, the operator can grant the expert remote access to the pendant, allowing them to adjust or update the machine’s code directly.
Vention’s support team guides the operator through each step and assigns the right resources to every request, resolving 90% of issues remotely. When on-site presence is needed, more than 40 Vention field experts are ready to deploy, keeping production running at the pace operations demand.
MachineAnalytics is now available directly on the pendant, and every palletizer ships with a pre-built palletizing dashboard tracking boxes per minute, OEE, uptime, and other key metrics from day one. The dashboard shows what caused a stop and what could cause the next one, while RemoteView gives plant and engineering teams the same live visibility from anywhere.
MachineAgent takes this further, allowing teams to build their own MachineAnalytics templates for the metrics that matter most on a given line. Teams create templates from Copilot or their local IDE, using an AI agent such as Claude Code working with Vention CLI and VDT. MachineAgent for custom MachineAnalytics templates is currently available as a prototype, with full release planned for Q1 2027.
More about Vention’s portfolio
The Rapid Series Palletizer 3.0 handles unlimited SKUs, with operators creating and managing new products and pallet patterns directly from the pendant. The latest Palletizer MachineApp 5.2 and 5.3 releases introduce code injection, enabling advanced users to customize or modify their application after deployment, and extend support to a broader range of Industrial Palletizer configurations.
Case packing, conveying, cobot palletizing, and industrial palletizing all run on a single MachineMotion AI controller and MachineLogic software. A new pendant home interface works like a smartphone home screen, letting operators install, switch between, and run multiple MachineApps at once, such as a conveyor app alongside the palletizer app.
Vention’s modular conveyor ecosystem connects directly with the palletizer, creating a single, synchronized system from infeed to pallet. O-Ring and Poly-V roller conveyors and Vention-designed motors, with up to 20 motors per controller over EtherCAT, support product infeed, accumulation, and transfer ahead of palletizing, programmed through MachineLogic using code-free tools or Python.