AI in Service and Maintenance helps mainly with operational administration that pulls the technician away from the actual work. The first area is intake and scheduling of jobs: transcribing a phone enquiry, fitting it into the schedule according to capacity, and estimating repair time based on the history of similar cases. The second is working with documentation – converting the technician's notes into a service record, preparing a price quote, and explaining the repair to the customer in understandable language. The third is diagnostic support through searching manuals, error codes and the history of the company's own repairs, which helps less experienced technicians in particular. It is also used to predict spare parts consumption and to remind customers of the due date for regular maintenance. The condition is that the repair history is kept digitally and not in a notebook.
See also: AI use case, AI in Manufacturing, Response speed to inquiries.
