AI agents · Service agent
Service agent: service knowledge that does not depend on a few people
A service agent knows your technical documentation, your tickets and your resolved cases. It helps with fault analysis, pre-sorts requests and suggests solutions — your service team decides.
The situation
The everyday problem
A customer calls: the machine is down, error code E-417. A junior colleague takes the call. The manual runs to 600 pages, the machine is twelve years old, and the only person who really knows the fix is out on an installation in Mexico.
Something like this happens in many service departments. The knowledge exists — in manuals, wiring diagrams, service cases, old emails, the ticket system. But it is scattered, and the people who can pull it together are few and experienced. When they are on holiday, on site or, in a few years, retired, things get tight. And new colleagues take years to know the same.
How it works
What the service agent actually does
Understand the request
The agent reads the service request — from the ticket system, the mailbox, or directly from a conversation a colleague is having with it. It recognises machine type, year of build, error code and symptoms.
Pre-sort
For new tickets it suggests a category, the urgency and the person responsible.
Gather the knowledge
It searches manuals, service bulletins, spare-parts lists and earlier tickets on the same machine or the same fault pattern.
Suggest a solution
It proposes likely causes and checks in a sensible order — every statement with a source, so your technician can see where it comes from.
Draft a reply
If you want, it drafts a reply to the customer in the language of the request.
Learn from resolved cases
When a ticket is closed, the solution feeds into the agent’s knowledge. What your team solves today becomes findable for everyone tomorrow.
Integration
Connected systems
- Ticket system
- Open and resolved cases, categories, responsibilities
- SharePoint, DMS or file shares
- Manuals, wiring diagrams, service bulletins, maintenance plans
- ERP
- Machine and customer master data, spare parts, serial numbers
- CRM
- Customer history and contracts
- Incoming service requests
Approval stays with people
The agent suggests, your service team decides. Replies to customers only go out once a person has approved them. At first the agent works purely internally — as a tool for your technicians. Whether and when it may put drafts in front of customers is your decision, once you trust it enough.
What the agent deliberately does not do
- It gives no safety-related clearances. Whether a machine may be restarted is decided by a person with the right qualification.
- It does not touch machines or controls. It works with documents and data, not with your equipment.
- It makes no goodwill or cost commitments. Warranty, goodwill and prices stay with your team.
- It does not guess. If it finds no reliable source, it says so instead of inventing a plausible-sounding answer.
On your own servers if you wish
Wiring diagrams, design data and customer data are often exactly what should not leave your network. The service agent can run entirely on your own servers. Then every request and every document stays in your building.
On-premise AIGetting started
How to get started
First call, 30 minutes, free
We work out whether your service department is a good first home for an agent.
Workshop
One day at your site. We look at your service process: which requests come in most often, where the documentation lives, who knows what?
The first agent
We build it on your data, and your technicians test it on real cases.
We run the service agent in our own business. The building blocks exist — what differs in your company are the documentation, the terminology and the approval rules.
FAQ
Questions about the service agent
Does the service agent replace our service technicians?
No. It makes them faster, especially the new ones. An experienced technician remains irreplaceable — the agent makes sure their knowledge does not live only in their head.
Can the agent answer our customers directly?
It can draft replies. Whether they may go out unchecked is your decision. We recommend starting with purely internal use and widening the circle only once quality has proven itself in daily work.
Our documentation is outdated and partly contradictory. Will it still work?
Often, yes — and the agent makes the problem visible. Because every answer cites a source, your team sees immediately which document is out of date. If the documentation is too thin for a useful agent, we tell you in the workshop.
Does it work with our ticket system?
If your ticket system has an interface or an export, as a rule, yes. Which connection makes sense for you is something we work out in the workshop.
Does the agent understand requests in English or French?
The language models we use understand and write many languages. So the agent can reply in English even when the documentation is in German. For every language your customers use, we test this on real cases before go-live.
More agents
Different tasks, the same building blocks
Quotation agent
Reads the inquiry and the specification, finds comparable past quotes and prepares a draft.
Read moreKnowledge agent
Answers questions from your own documents — with a source, and everyone only sees what they may see.
Read moreSales agent
Prepares customer meetings, summarises conversations and drafts follow-ups — your sales team approves.
Read moreWhere does your service knowledge live today?
In a 30-minute first call we work out whether a service agent is the right starting point for you. Free.