AI for service documentation: which attachments are needed?

When a missing attachment is justified

In the example company, after a module replacement the documentation must include an attachment identifying the removed part. When an existing module is adjusted, that attachment is not required. The technician writes: „Adjusted the existing module, no replacement.” There is no attachment about a removed part, and there should not be one. Asking for an extra file leads to correspondence about a part nobody removed.

In another job the description reads: „Replaced the module with a new one”, and the attachment is missing too. Here the office has a basis to ask for it. The state of the folder is the same in both cases, and the difference comes from the type of work recorded. The entry „work on the module completed” is too general, so an employee confirms the type of work with the technician.

What a simpler change gives and what training adds

In this count a field for the type of work done gives most of the effect at a fraction of the cost. Training makes sense at a larger scale or when the remaining errors are expensive. Every unnecessary request for an attachment means a round of correspondence with the technician, so in the trial we count unnecessary requests and missed gaps on real replacements separately.

The set of training examples needs maintaining: when the process, the naming or the base model changes, the evaluation is repeated on the same test set. We include that cost in the quote together with the training itself.

The form may already hold the answer

If the technician chooses the type of work done in a separate field, the office uses that choice straight away. First check whether the field describes the work done or a plan recorded before the visit, because an ordered replacement and a performed adjustment lead to different requirements. Service apps often have conditional questions where an answer decides the next fields. AWS describes custom document classification as training a model to recognise defined categories. Information missing from the visit description itself is a different task, covered in the article on the completeness of a field report.

Where to start

The trial covers cases other than those used for adapting the model, including unusually described work without a replacement. For the call, describe one case where the office asked for an attachment needlessly or missed that it was absent. We adapt models as part of private LLMs, and build the app where an employee sees the result next to the source as part of AI apps. For the free process review, a few examples of an error that keeps coming back and a note of who corrects it today are enough.