Case Study: How NCR is streamlining
their field service with AI
NCR is a $7.9B global enterprise technology leader for restaurants, retailers and banks including POS software and multi-vendor ATM software deployed in more than 140 countries. NCR helps clients bridge their digital and physical operations.
Goal: Improve Field Service Quality (and the Bottom Line) by Reducing Inefficiency
NCR wanted to make it easier for field service engineers to do their best work. With 17 different places for engineers to find knowledge base articles, manuals and parts, NCR identified huge potential cost savings by making it easier for customer engineers to find critical information needed to resolve issues.
Some of these inefficiencies included spending too much time on repetitive customer service inquiries, revisits due to incorrect fix and, or confusing parts ordering systems, which was negatively impacting first time fix rates.
Solution: Search that Understands Service Data and Points to the Exact Answer Needed to Resolve an Issue
NCR understands that technology is key to transforming field service and partnered with Neuron7 to bring AI-generated resolution intelligence to the team. With N7 Intelligent Search, technicians can find the exact answer needed to resolve an issue using a search experience that understands NCR’s knowledge base articles, engineering documentation, call notes, training videos and complex part information. This reduces dependency on multiple knowledge platforms and enables faster resolutions.
What’s Next: Expanded Resolution Intelligence to Empower Teams Globally
NCR wants to standardize a scalable engineering approach across the organization globally and is working with Neuron7 to make resolution intelligence available around the globe in multiple languages.
AI-generated resolution intelligence increases the speed, accuracy and comprehensiveness of information that engineers and technicians receive in response to technical inquiries and will play a key role in NCR’s digital transformation strategy while improving the work environment for technical support teams.
Learn how NCR is transforming service, including AI that empowers field service and improves efficiency:
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