An industry first! AI support lands on New Zealand farms

When a mower goes down mid-job, there is very little time to scroll through a 200-page manual or wait for support over the phone. For contractors and large-scale farmers, downtime is measured in lost income, not inconvenience.

Resolving issues quickly and delivering strong aftersales service from ‘purchase to paddock’ was a big motivation for FarmShop when they created FarmFix, and the result is a first of its kind for the New Zealand agricultural machinery space.

FarmFix is an AI-powered assistant built specifically for FarmShop customers running SaMASZ machinery (and, in time, its full product range). It delivers instant, cited answers straight from the relevant operator’s manual, spare parts catalogue and FarmShop’s own technical knowledge. This innovative tool can be used from a smartphone in the paddock or wherever the need arises.

Modern farm machinery is more capable than ever, but that capability comes with complexity. Operator manuals are often hundreds of pages long, parts catalogues sit separately and useful content like setup guides or technician videos can be scattered across different platforms. Under real-world conditions, none of that is practical.

FarmFix replaces that fragmented experience with a single interface. Customers select their machine, type a question in plain language and receive a clear, step-by-step answer within seconds. Every response is grounded in official documentation and includes direct links to the exact page or figure being referenced.

It means no guesswork or digging around for a valid answer.

The difference with FarmFix is not just speed, it’s context. It has been built for the way contractors actually work. Because the system loads both the operator’s manual and the spare parts catalogue at the same time, it can guide a user through a process while also surfacing the relevant part numbers if something needs replacing.

On top of that, FarmShop’s own expertise is layered in. If there is a mechanic’s video or a supplementary guide that helps explain the job, FarmFix brings it into the answer right at the moment it’s needed.

There is no app to download and no login required. It works in a browser on any device, whether that is a phone in the paddock at 5 am or a desktop in the workshop.

AI is already being used by farmers, but generic tools like ChatGPT come with a risk. They don’t know the farmer’s actual machine or have access to the correct manual, yet they will still produce confident but often incorrect answers.

FarmFix takes a different approach. It’s what FarmShop call Grounded AI, not guesswork.

The system is deliberately restricted to a curated knowledge base for each machine. It only answers using verified content that has been uploaded, and every response is cited so users can trace exactly where the information came from.

That level of trust matters, especially for safety-critical farming tasks.

For dealers and FarmShop’s mechanics, the impact is just as significant. A large share of support or trouble-shooting calls are repeat questions already covered in manuals. During peak mowing or harvest windows, those calls stack up quickly, creating delays for customers and pressure on staff.

FarmFix handles those routine queries instantly, freeing up staff to focus on complex issues, where their expertise adds the most value. At the same time it provides 24/7 support, something no customer service team can match.

Powerful data that closes the gaps

One of the more powerful features of the system sits behind the scenes.

Every question asked through FarmFix is logged and analysed. FarmShop can see which machines generate the most queries, what customers are struggling with and where the system could not provide a sufficient answer.

That visibility turns support into a feedback loop. Knowledge gaps can be identified early, and new content can be created to address them before they become recurring issues.

FarmFix has also been developed with privacy in mind, with no personal identity stored, allowing customers to ask questions freely without concern about their information being tracked or retained.

The platform was designed and built entirely in-house by FarmShop and launched commercially in April 2026. It is currently supporting SaMASZ disc mowers, with plans to expand across the wider product range.

The underlying architecture allows new machines to be added simply by uploading their manuals and associated content. No redevelopment is required.

As that library grows, so does its value to customers.

For an industry that runs on tight seasonal deadlines and high-value equipment, access to fast, accurate information is not a luxury. It is essential.

FarmFix represents a shift in how that support is delivered. Instead of searching, waiting, or guessing, contractors can get the right answer immediately, backed by the same documentation they would have relied on anyway.

At Mystery Creek Fieldays, where innovation tends to focus on hardware, this is a reminder that some of the biggest gains now sit in how information is delivered.

With its early positive feedback and clear practical value, FarmFix is also emerging as a strong contender in the Fieldays Innovation Awards.

Visit FarmShop during Fieldays at site #H3 to find out more.