How Abbott uses AI to transform global field service
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.
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.
Resolve issues faster with AI that understands your service data and continually learns as you use it.