Field Technician Knowledge Agent
Background
Field technicians service equipment they have not necessarily seen before. Manufacturers, models, and control systems vary site to site, and the manuals that cover them run to hundreds of pages each.
When a technician hit something unfamiliar, the fallback was to call a senior technician. That solved the problem by pulling an experienced person off their own job for fifteen to thirty minutes.
Challenges
- Every unfamiliar unit meant a call that cost a senior technician 15 to 30 minutes.
- Service manuals were long, PDF based, and impractical to search from a phone on site.
- Expertise sat with a handful of people, which capped how fast the field team could grow.
- New manuals took time to become useful, because someone had to know they existed.
Results
25 minutes of technician time returned per question
Answers in Teams, cited to the manual page
New manuals usable the day they are uploaded
Solution
Axcend built Willis, an agent grounded only in the manufacturer service manuals the company already owns.
- Answers in Teams from the phone already in the technician’s pocket, with nothing new to install.
- Answers from the manual, not the model, citing the pages each step came from so a technician can verify before acting.
- Returns a checklist, not a paragraph, in ordered steps you can follow standing at the equipment.
Senior technicians are still the escalation path. They are just no longer the first call.
A maintenance question answered in Teams from the service manual. Click to enlarge.
Technologies
Interested in getting started on a project?