How Abbott uses AI to transform global field service

Abbott Laboratories

Abbott is a $44b multinational healthcare company with medical diagnostic instruments, tests, automation and informatics solutions for hospitals, reference labs, blood centers, emergency departments, physician offices, and clinics. 

Goal: Improve Resolution Accuracy, Reduce Parts Wastage, and Gain Insight

Abbott’s global service team for blood transfusion products manages 7,500 cases per year with 160 ambassadors (field service technicians) supporting 900+ instruments.  

With multiple systems storing data about case resolutions, ambassadors were spending too much time researching the best way to resolve issues. Abbott wanted to capture and share knowledge more effectively to resolve cases faster, reduce parts wastage, and gain actionable insight into their service organization. 

Solution: N7 Intelligent Diagnostics and Service Analytics

Abbott partnered with Neuron7 to analyze service data from multiple systems to find the best resolution for each issue (prioritizing those that don’t require parts) with step-by-step guidance through resolution paths. 

Advanced analytics give insight into ambassador actions, content utilization, parts usage, and training opportunities to continually enhance ambassador productivity and resolution accuracy. 

What’s Next: Continuous Learning and Enhancements 

Neuron7 learns from every interaction, allowing Abbott to capture and share optimal resolution paths, while creating knowledge that is made accessible to their global teams across service tiers in real time.  

To continue to improve the ambassador experience, Neuron7 and Abbott are partnering to further tune UI details for remote users and make it easier to access multimedia files including video, images, and PDFs. Abbott is looking at expanding the use of Neuron7 to support other product lines and teams 

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