How a rapidly growing field service team
improves service quality with AI

Burroughs, Inc. is the largest independent service provider in North America for delivering full lifecycle management across a wide range of payment and transaction automation, unattended self-service technology, robotic automation systems, and connected IoT technology.

Goal: Empower a growing field service organization

With a rapidly expanding footprint, Burroughs needed a better way to enable and support its large, distributed field service team. They set out to improve first-time fix rates, reduce downtime, enable faster onboarding, and make expert knowledge more accessible across the organization for the broad portfolio of applications they service and support.

Solution: Search and diagnostics to guide teams and capture expert knowledge

Burroughs strategically partnered with Neuron7 to empower field service teams with AI-generated resolution intelligence. N7 Intelligent Diagnostics analyzes past service calls, knowledge base articles, training documents, and product manuals to generate guided step-by-step resolutions for any issue.

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"We needed to onboard technicians more quickly and have them leverage the millions of data points and our proprietary historical service call information...that’s where we sought out the solution from Neuron7. It has helped drive technician speed to competency, supported their speed to confidence, and has enhanced peer-to-peer knowledge sharing."
_{Dan Fechalos | CEO, Burroughs}

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Using Neuron7, the Burroughs team can pinpoint the exact location in an article where the answer appears for added context. With more accurate resolution pathways and better insights into technology, asset, and parts performance, Burroughs is positioned to realize significant benefits in troubleshooting, resolution times, and parts usage.

What’s Next: Expanding resolution intelligence to more teams

Burroughs identified that Neuron7’s solutions could support teams across other departments find information more easily and enhancing onboarding and training functions. They plan to use resolution intelligence to train internal users on new systems and processes. They are also exploring opportunities to expand their digital-first, remote-first service and support capabilities, aiming to improve equipment and device uptime, reduce unnecessary parts spending, and enhance the overall customer experience.

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Read next: How TransLogic is transforming field service with AI.