A conversation tool for service knowledge management

[blf]

When they need to find information to service our products, service engineers rely mostly on paper or pdf documents that they need to read through. Some of these documents are dozens of pages long, and it takes a lot of practice to be able to easily navigate through them.

• Our customers only access public user guides from the web or the QR code of the products
• Our service reps have access to a tool called TiPi which is a database of public and private documents: user guides, service procedures, spare parts lists, statement of work, bulletins...
• Our service partners get access to some private documents like service procedures during training

The idea: Have a conversational tool where users can ask questions about how to service our products, and the tool would find the right answers.

This conversational tool, similar to ChatGPT, would initially be fed all the latest service documents, and would search through these documents to answer service-related questions.

It is a way to share our knowledge base easily to customers & partners, but in a proprietary tool and with limitations.

[neharao]

- Possible scope under AI Strategy team (Pilots underway)

-  Eduardo B

[pjfernandez]

@blf Great idea.  Field services companies, are deploying solutions in the same line as this idea to enable Field Technicians to data.  Leveraging Service Manual data, input from technical teams, and past case data, AI tools are able to guide a Field Tech to a resolution quicker.  This could be integrated into existing tools the FSR is already using, e.g. bFS.

Possible technology partner: https://www.neuron7.ai/

[dianahumbert]

Business case & KPIs in progress