One service desk for factory IT

Intelligent IT Operations Assistant

Connect WeCom, Dify, ClawX, MES, and runbook systems to answer routine questions, recognize MES errors, and execute approved standard recovery workflows.

Published July 10, 2026ClawX Enterprise AI Editorial Team

Knowledge retrievalImage recognitionRunbook automationEnterprise AI implementation Intelligent transformation AI in manufacturing

Solution overview

This case centers on an intelligent IT operations assistant that connects WeCom, Dify, ClawX, MES, the operations knowledge base, and the scheduling platform to handle routine IT inquiries, MES error recognition, and standard operations workflows through one service.

The key boundary is that AI does not autonomously perform privileged operations. Instead, it invokes scheduling APIs according to standard operations SOPs, performs data reruns only after permission validation, and automatically hands complex issues to people.

Business scenario: WeCom IT service desk, MES fault recognition, production-line operations handling, data reruns, and routine IT Q&A.
System entry points: WeCom + Dify + ClawX + MES + scheduling system.
Current workload: 3–8 IT operations personnel handle hundreds of inquiries and production-line anomalies throughout the day.
Execution cycle: Online response 7×24 hours.
Outcome after adoption: AI automatically handles routine Q&A, MES fault recognition, operations-workflow invocation, and data reruns, while complex issues are automatically handed to people.

Acceptance criteria

	Before	After
Routine-inquiry automatic resolution rate	IT personnel reply to common questions one by one	The assistant answers common IT and MES operation questions immediately.
MES fault-recognition response time	Depend on a person inspecting screenshots and determining the cause	Recognize error information from images and use the knowledge base to locate common faults.
Standard operations-workflow automation rate	Engineers sign in to multiple systems and execute the workflow manually	Invoke scheduling APIs according to SOPs and execute automatically after permission validation.
Reduction in repetitive IT Q&A	Repeated inquiries consume substantial operations time	Standard questions are handled automatically so people can focus on complex faults.
Unified WeCom service entry point	Inquiry, ticketing, MES, and scheduling entry points are fragmented	Employees use WeCom for inquiries, feedback, and progress checks.

Customer background and business challenge

Enterprise type

Large electronics manufacturing enterprise (EMS) with many production-line systems, frequent MES usage, and strict IT response-time requirements.

Business department

IT operations, responsible for daily support of MES, ERP, WeCom, and production-line systems.

Knowledge sources

IT operations SOPs, MES fault-handling manuals, system operation documents, the FAQ knowledge base, and standard scheduling-platform workflows.

Current pain point

IT answers large numbers of identical questions every day; production-line personnel mainly rely on screenshot-based inquiries when MES reports errors; standard operations require people to sign in to multiple systems; and WeCom, MES, and the scheduling platform lack a unified entry point.

Implementation panorama

Before · SOP

1Production-line personnel ask through WeCom
2IT replies manually
3Analyze the MES anomaly from a screenshot
4Search the knowledge base
5Determine the fault cause
6Sign in to the scheduling platform
7Perform a data rerun
8Report the handling result
9Close the ticket

After · SOP

1Initiate an inquiry through WeCom
2ClawX understands the question
3AI answers automatically
4Recognize the MES anomaly from an image
5Invoke the knowledge base to locate the fault
6Determine whether the issue matches a standard workflow
7Invoke a scheduling API to perform the data rerun
8Return the handling result
9Hand complex issues to people automatically

Real-world workflow

WeCom inquiry

Production-line personnel submit a question or screenshot in WeCom.

Recognize the anomaly

ClawX recognizes text and MES error images.

Search the knowledge base

Use SOPs to determine the fault type and handling path.

Invoke scheduling

When the issue matches a standard workflow, invoke the API after permission validation.

Close the feedback loop

Return the handling result and hand complex issues to an IT engineer.

Implementation results and value data

	Before	After
Routine Q&A response	IT replies manually	Immediate AI response
MES fault diagnosis	Analyze screenshots manually	AI recognizes images automatically
Data rerun	Performed manually by IT	Executed automatically according to a standard workflow
Knowledge lookup	Search documents manually	AI searches the knowledge base automatically
New-hire training cycle	2–4 weeks	5–7 days
Operations efficiency	A high proportion of repetitive work	Focus on resolving complex faults

Before-and-after comparison

Before

Production-line personnel report MES anomalies in WeCom and upload screenshots. IT engineers inspect the screenshots, search the knowledge base to confirm the fault cause, sign in to the scheduling platform to perform a data rerun or another standard operations action, and finally report the handling result to production-line personnel.

A substantial amount of time is spent on repetitive Q&A and executing standard operations workflows.

After

Production-line personnel submit a question or upload an MES error screenshot through WeCom. ClawX automatically recognizes the anomaly information and uses the operations knowledge base to determine the fault type. For issues that match a standard handling workflow, the system invokes scheduling APIs according to the SOP, completes the data rerun after permission validation, and returns the result in real time.

If permission approval, a complex fault, or a nonstandard scenario is involved, the system automatically creates a ticket and hands it to an IT engineer for continued handling.