AI agents for warranty service coordination

The photo is there, the number cannot be read

The manufacturer accepted the repair and asked for a clear photo of the rating plate to identify the part. The contractor visited the customer and sent the photo in a separate email. The serial number in the photo cannot be read. A coordinator who reads only the main thread asks for the photo again, and the contractor replies that it was already sent. Meanwhile the customer asks when the repair will start.

The agent finds the separate email and shows the attachment next to the manufacturer's request. The coordinator sees that the photo is there and the readable number is missing. The agent proposes a message: „Thank you for the photo of the rating plate. The serial number cannot be read, and the manufacturer needs it to identify the part. Please send a photo in which the number is readable”. The customer is told that the manufacturer accepted the repair, and that identifying the part needs a readable number. The agent gives no date, because nothing in the case supports one yet.

The new photo goes into the same case and is easy to tell apart from the earlier one. Finding the attachment does not mean the manufacturer's request is settled: the manufacturer confirms that.

What it costs and when it pays back

The count covers the work around a case: searching, reading, writing and passing things on. What remains is the time to check the output, 30% of today's work in the scenario. Before the quote we measure both times on 20 to 100 cases the team has already handled, in a €0 test that takes 5 working days.

A finished visit and an open repair

Check what a finished visit means in your system. Microsoft describes in Dynamics 365 Field Service separate statuses for the booking and the work order, which affect each other. If your system closes the repair once the contractor leaves, fix how work orders are kept first, because an agent reading such data would repeat the wrong picture. Sometimes the system's own features are enough: an owner, a field for missing information and a reminder. When contractors cannot add their work results themselves, a service request system for a partner network is the closer fit.

Where to start

The first scope covers one team's accepted repairs. The coordinator should get from the manufacturer's request to the found photo and a specific question for the contractor without going through the inbox again. We build this as part of AI agents. For the free process review, a description of one case from recent weeks and the tools it ran through is enough. You do not need to send confidential documents, and you get a written plan within 2 working days.