With Hands-Free Field Service Maintenance we demonstrate the power of SAP Service Cloud combined with machine learning and experience data.
In some cases, when being called to conduct repairs, field service personnel are not allowed to use smart phones on-site or simply aren’t able to do so, for instance because they must wear protective gloves. Applying speech as an alternative interface not only reduces time and costs, but also allows technicians to keep their hands free and on the job.
For this showcase we’ve implemented two scenarios – one with a smart watch as communication medium and the other with an old-style feature phone. In both cases, a conversational system will guide the technician through the maintenance process by asking questions that target the specific problem defined by the technician. All of this happens entirely voice-controlled. Should spare parts be required, the technician can also order these through voice-command while at the same time updating the service request.
Natural language processing featured by SAP Conversational AI guarantees seamless interaction between the technician and the system. Should the AI not able to help the technician, the request will be forwarded to human support staff through the means of SAP Customer Engagement Center. At the end, SAP Qualtrics is used to evaluate the data from every activity in order to provide the necessary insight for future improvements and potential learning opportunities using SAP Litmos.
– Machine Learning for Speech to Text recognition
– Machine Learning for dialogue-based interaction flow
– Apple Watch & Apple EarPods
Integrated SAP solutions
– SAP Service Cloud
– SAP Cloud Extension Factory
– SAP Conversational AI
– SAP Litmos
– Voice as alternative interface for system access
– Boosting productivity of technicians
– Identifying process improvements benefiting from experience data gathered seamlessly during the overall process