Global Field Services Deliver 80% Productivity Improvement

Industries: Industrial Boilers

Use Case: Field Services

Solution: Aitomatic DXA^™

In the demanding world of field services, operational efficiency and expertise are necessities. A leading global manufacturer and service provider in industrial boiler maintenance encountered critical challenges as they faced an expanding skills gap with the impending retirement of seasoned engineers. This situation led to prolonged diagnostics, increased operational costs due to unnecessary part replacements, and significant downtime, hindering customer service expansion and global business growth.

With the need for a swift and effective solution, the company turned to AITOMATIC to create powerful domain-expert AI agents (DXAs). Aitomatic DXAs empowered their field service operations by making decades of accumulated domain knowledge readily accessible to engineers of varying experience levels. The result was a groundbreaking improvement in operational efficiency: a 15% increase in productivity, a 10% reduction in costs, and the successful preservation of invaluable domain expertise.

Reduced
Costs

-10%

Increased Productivity

15%

Time Saved
per Day

1000 hrs

The Problem

Not Enough Experienced Engineers

The manufacturer faced a dire challenge in field service operations as their most experienced engineers approached retirement, threatening the loss of invaluable domain knowledge. This problem was compounded by less experienced engineers who required more time for diagnostics and repairs, leading to inefficient operations. High costs associated with hiring and training competent engineers, coupled with Japan's aging demographic, made it challenging to recruit a high-quality workforce and scale their maintenance capabilities to match their sales growth.

Before Aitomatic, the process for accessing documents and sharing knowledge was cumbersome. Engineers had to sift through multiple manuals and rely on scattered experiences, making it difficult to find specific information. The challenge of imparting knowledge to new employees was further exacerbated by the maintenance engineering department's reliance on varied guidance across different regions.

Committed to employee success, they urgently needed a solution that could bridge this knowledge gap and help engineers at all experience levels.

The Solution

Scaling Domain Expertise with Aitomatic DXAs

Faced with the challenge of preserving critical domain knowledge as seasoned engineers retired, the manufacturer turned to AITOMATIC DXAs. More than capturing the knowledge, Aitomatic's powerful DXAs employ sophisticated planning and reasoning paradigms to analyze complex industrial problems and provide near-perfect accurate answers.

Previously, when novice engineers encountered an unexpected boiler pressure issue, they had to sift through extensive manuals and scattered documents to determine the cause. This process was time-consuming and often required the expertise of seasoned engineers.

With DXAs, the engineers could instantly access a step-by-step diagnostic and repair plan. DXAs quickly identified the issue, even if it involved rare valve malfunctions—a task that typically required a veteran's expertise.

As engineers and operators interact with the agents, the system automatically learns from feedback and refines its understanding and responses. Through iterative reasoning, Aitomatic DXAs continuously update their knowledge and adapt their problem-solving approaches to provide increasingly accurate and relevant solutions.

The implementation of Aitomatic DXAs marked a transformative era in the company's field service operations. The manufacturer’s team of engineers saved an estimated 1,000 hours a day leveraging Aitomatic DXAs resulting in the manufacturer seeking to scale its application across the business.

With the tool's success evident in 4x faster time to diagnosis, 15% increase in productivity and a 10% reduction in operational costs, the manufacturer can confidently expand its customer base and market presence across the industry.