AI at work in the service department

Phase_1 What happened

A client discovers a problem and they want it fixed ASAP. So they sign in to the system, enter their service request, and submit it, trying to provide as specific information as possible.

Phase_2 Who can be sent first

The AI running in the background of the application evaluates the technicians’ current workloads, analyzes the real speed with which they can finish the job, checks their supplies, and suggests a time slot to the client.

Phase_4 Let me do my thing

During the overnight break, the AI verifies what jobs the technicians will have, re-checks their supplies, and reorganizes their schedules based on the results of its own analyses. Global planning takes place during this process.

Phase_3 It’s in my calendar

No one wants to – or can afford to – sit around waiting for a service technician to show up, so the client checks their calendar to see if the appointment fits their schedule. It does, so they confirm.

Phase_5 All fixed!

During the day, artificial intelligence responds to emergencies or schedule changes (caused by traffic jams, for example) and tweaks the technicians’ schedules as needed. Technicians who have jobs listed in their programs arrive on site on time and with the spare parts they need, so they finish the repairs in a matter of minutes.