New turnkey solution provides advanced appliance fault diagnostics for extended warranty companies, home warranty companies, and their service contractor networks. By Andy Chinmulgund When a home appliance stops working, what are your options? If it’s still under the factory warranty, you’ll likely call the retailer and schedule a service call. Outside of the factory warranty…

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This month, Bruviti offered manufacturers of home appliances a chance to learn how the Bruviti data science team applies machine learning as the foundation for a range of applications used in the service sector. By Andy Chinmulgund Home appliance manufacturers and the companies that provide service contracts for this equipment are looking for solutions to:…

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The first phase of building an expert system capable of assisting your service and support teams is assembling and interpreting valuable data from across the organization. To automate this process, Bruviti applies machine-learning tech to onboard data from a wide variety of sources. By Andy Chinmulgund Data is at the heart of any intelligent system.…

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The latest machine-learning tech can determine which parts, and how many, to carry in the warehouse and on the service truck By Andy Chinmulgund The COVID-19 pandemic is redefining business practices across industry verticals. As social distancing and shelter in place directives persist, the service industry is reinventing onsite service visits. Any onsite visit is…

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In the past few years, thousands of manufacturers embraced digitalization to drive efficiency and better compete in the global marketplace. This shift led to dramatic changes in how products are designed, planned, and manufactured. In the service side of the house, digitalization has presented service organizations with similar opportunities to boost operational performance, reduce costs,…

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To maintain business continuity in the face of the current crisis, service centers must inevitably reconfigure their operations. As they adapt to ‘work from home’ and ‘social distancing’ mandates, now is the time for service centers to implement remote repair capabilities in order to enhance safety and resilience. By Andy Chinmulgund How service organizations interact…

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Shoppers increasingly prefer digital channels to research, compare, and order a product. Post sales, customer service has also gone digital; customers are using the web, email and chat to resolve issues. That means your customers’ first encounter with a real human is likely your field-service technicians — will they live up to your customers’ expectations? By…

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Equipping your chatbot for the front lines of customer service is no easy task, and the work starts with defining its vocabulary and technical knowledge. The good news is that OEMs already possess much of the information needed to ready a chatbot for customer service—but assembling it requires data orchestration and analytics capabilities. By Andy…

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Delivering superior customer experience (CX) is the mantra for field-service operations. As companies compete for market share and customer loyalty, technology will play an increasingly important role in the decade ahead. What might we expect in 2020 and beyond? By Andy Chinmulgund There are indicators that the service management industry could reach $5.9 billion by…

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Was your last interaction with a technical support phone agent positive? I recently spent more than two hours on the phone with an agent who was struggling to locate the right information and techniques needed to diagnose the fault with my oven. The outcome: the problem was not resolved and I’m planning to get back…

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