Company Brain for machinery after-sales support

What changed after commissioning

A customer asks about the operator panel replaced during a service visit. The employee has established the serial number. The commissioning record describes the panel fitted on delivery, and a later work record confirms the replacement, with the date of the visit and the marking of the new panel. The customer has not yet said whether they are asking for documents or reporting a problem.

Searching for the model name alone would send the employee to another machine of the same customer. A proposal to replace a part in the correspondence does not confirm the work, so without a record the assistant flags the gap and does not claim the part was fitted. The service team makes the technical diagnosis.

What an after-sales knowledge base costs and when it pays back

The model is a small item here. The result depends on the time that searching and asking around take today, and on how much of it is left for checking the answer. According to Brynjolfsson, Li and Raymond (2025), less experienced agents with AI resolved 30% more issues an hour, and a new customer service employee is exactly that kind of person.

Before we quote a build, we run a test on 20 to 100 questions the team has already asked: we compare the app's answer with what an employee found by hand and measure the time from the question to the source. The test takes 5 working days and costs €0.

The history may already be in your service system

Check what the employee sees after opening the machine in your current tool. In Dynamics 365 Field Service, Microsoft describes a service history of equipment linked to work orders, and the customer asset documentation covers locations and components. Another common problem is that documents were filed against the customer with no link to the machine.

Helping a new colleague take over customer contact

The first scope is the machines of one team. Put someone who knows the machine and a colleague who takes over the contact on the assessment: the first checks agreement with the documents, the second whether they know what to tell the customer. Linking a ticket to the equipment and the work done is described on the AI in maintenance page, and matching instructions to a machine variant in the post about multi-brand technical service.