Become a service expert with Service AIdvisor: webinar recap

At Circuitry.ai, we understand the challenges of today's service industry. From aging workforces to rising customer expectations, the need for efficient and effective technical support has never been greater.

In our latest webinar, “Become a service expert with Service AIdvisor,” led by Ashok Kartham, Founder and CEO of Circuitry.ai, We announced two new features of our decision intelligence platform, Service AIdvisor and PAL, to help you improve your service delivery.

Read our key takeaways or watch the recording on-demand here.

Improving service delivery with Service AIdvisor

Service AIdvisor, powered by conversational AI and machine learning, is designed to improve service delivery by giving service teams, dealers, contact center agents, and end customers access to instant, accurate answers to service questions.

• Contact centers: Service AIdvisor provides agents with the information and multi-step guidance they need to solve complex issues quickly and effectively.

• Field service: With Service AIdvisor, technicians instantly get access to pre-visit work instructions, reliable on-site troubleshooting, parts recommendations, and post-service debriefing support.  

• Dealers: Service AIdvisor improves service operations with AI-powered diagnostics, ensuring quick, precise solutions.  

• Self-service: Customers can use Service AIdvisor to help them troubleshoot and resolve smaller issues without waiting for a service technician.  

Service AIdvisor is purpose-built for manufacturers of complex products. It speaks your language, understands your specific challenges, and is finely tuned to recognize the acronyms, ontology, and taxonomy unique to your industry.

Service AIdvisor’s key features

Here’s what makes the Service AIdvisor an essential addition to your toolkit.

• Hands-free support: Technicians can take Service AIdvisor wherever they go, and with hands-free support, they don’t need to stop working to access troubleshooting guides or product details. With Service AIdvisor's hands-free voice options, your teams can stay productive and connected, no matter where the job takes them.

• Guided diagnostics: Unlike traditional keyword search tools that return overwhelming and often irrelevant results, Service AIdvisor uses natural language processing to provide exact answers. With an easy-to-use conversational interface, Service AIdvisor guides your service teams through diagnosing issues, identifying root causes, and providing step-by-step resolution instructions.

• Traceable answers: Service AIdvisor is fully auditable, transparent, and traceable. You can see the original source of every Advisor answer, allowing you to verify the answer and get more details easily.

• Access anywhere: Available 24/7 via web, mobile apps, SMS, and WhatsApp, the Service AIdvisor meets your internal teams and customers wherever they are.

• Expert feedback: Your team members can easily add their knowledge to Service AIdvisor, which allows Service AIdvisor to learn from your company’s tribal knowledge in addition to your service manuals, documentation, and other content.

PAL—your centralized point of access for Advisors

Our PAL interface is your gateway to a curated network of Advisors from trusted brands. From the PAL interface, dealers, end customers, service teams, and contact center agents can access the different Advisors available and get specialized support.  

• Instant support: Chat with various Advisors and get the expertise and support you need right away. 

• Hands-free support: With hands-free voice options and support for multiple languages, your teams can stay productive and connected, no matter where the job takes them.  

• Multi-Advisor access: Easily switch between Advisors to get specialized support across various brands and topics. 

• Streamline processes: Get answers without navigating away from your current workflow. 

• Anywhere, anytime: Access PAL from CRMs, internal portals, mobile devices, or wherever your work takes you online.

Why choose us

We tailor our solutions to manufacturers dealing with complex and durable products, tackling industry-specific challenges like the knowledge gap due to frequent product changes and the need for precise support to prevent costly errors.  

Our AI doesn't just handle simple tasks; it understands deep product relationships through comprehensive knowledge graphs and lifecycle data. We enhance decision-making across all customer touchpoints by integrating seamlessly with existing systems.  

We make integrating our solutions with existing customer relationships, field service, and dealer management systems easy, providing seamless access during all customer interactions. By centralizing access to decision intelligence, we eliminate AI silos, enhancing the consistency, velocity, and quality of decisions to optimize sales and service outcomes.

Q/A

What differentiates Service AIdvisor from other chatbots or copilots?  

Service AIdvisor stands out because it is specifically designed for the manufacturing sector, providing in-depth domain, industry, and process knowledge.

Can Service AIdvisor be used by dealers in our dealer network?  

By using our PAL interface, dealers can access Advisors created by multiple manufacturers securely. It’s easy for dealers, retailers, and anyone in your service network to have a unified interface accessing the same information from the same Advisors.

How will Service AIdvisor integrate with FSM and CRM systems?  What is the benefit of using Advisors versus the AI capabilities that some CRM applications are now advertising? 

We have open APIs available, as well as browser extensions that allow for low or no-code integrations.  We are making our API available via workflow automation and integration platforms such as Zapier so thousands of applications can seamlessly integrate with us through Zapier.   

During the free trial, what is involved in the proof of value? 

During the free trial, we’ll train the AI models on your specific data, giving your team real-life scenarios to test productivity gains and cost savings. It’s a hands-on way to compare its effectiveness and efficiency against your current methods.

What is the length of implementation and onboarding? 

It’s been a huge focus for us to have time to value for our customers to be mere hours rather than days or weeks.

Typically, it takes just a few hours to create, train, and test your Advisor with an initial set of knowledge. You can add to that knowledge over time and update it as needed.

The onboarding and Advisor creation process is simple and intuitive. Our Enterprise AI as a Service model ensures you have a better chance of success, lower upfront investment as well as very manageable ongoing costs, and fast time to value end to end.

The best way to validate this is to start with a trial account and we’ll be happy to get you started.

Our Field Service team may not have Wi-Fi and need to use this tool onsite. How do you enable these field service teams? 

Service AIdvisor is designed to be as flexible as your field service team needs to be. With hands-free support, technicians can access vital information without stopping their work. Plus, with capabilities like SMS and WhatsApp integration, technicians can stay connected without Wi-Fi.

Cost and ROI are important; what is the ROI and cost justification to implement the Service AIdvisor as we hear AI costs more in computing and power consumption? 

Our customers can expect to have significant productivity improvements and cost savings  

while delivering better customer experience and product uptime.  As we talked about earlier, new salespeople and technicians can get significant benefits and operate at an expert level immediately using Service AIdvisor. We see a significant number of questions can be solved by customers using self-service, improving call center productivity. Call center agents can increase first-contact resolution rates and reduce resolution times.   

Field technicians, as we saw in the demo, can increase first-time fix rates and perform tasks more productively.  

All stakeholders involved can improve their productivity and deliver better customer experience and product uptime. Productivity improvements, customer satisfaction, and repeat sales to customers can provide you an ROI on the system we provide as a simple subscription and usage-based model without you needing to incur a huge upfront cost from infrastructure and product development.

What is the pricing model?

 As we mentioned, we provide a simple, cost-effective subscription plus a usage-based pricing model that depends on the number of decisions that Service AIdvisor augments.

If you think of Service AIdvisor as having knowledgeable service people available for customers globally 24/7, the Advisor pricing is a fraction of the cost of a service expert or a technician.

The exact pricing is something our account executive can provide. Compared to the ROI that you can realize, the pricing is very cost-effective.

Which industries within manufacturing would Service AIdvisor be best suited for? 

We are focused on manufacturers of discrete, durable, and complex products. When manufacturers are selling and servicing through channel partners like distributors and dealers, we can provide better value. This can be on the consumer side from appliances and electronics to office equipment and more importantly, heavy equipment, automotive, and medical devices.

All these are good industry verticals that can benefit from Service AIdvisor. We talked about the workforce shortage in the field service, it’s been difficult to recruit people for dealers, or even your direct service force. Advisors can augment and help provide service more effectively and cost-effectively.

See the future in action with Service AIdvisor at Field Service East

We're a proud sponsor of Field Service East 2024. Visit us at Booth 103 to learn how Service AIdvisor, powered by our Decision Intelligence platform, can improve the quality, velocity, and consistency of your service decisions. Schedule a personal demo at the show.