- Client: Agfa Gevaert
- Services Provided: Conversational Interfaces
Intuitive and accessible troubleshooting guide for Agfa Gevaert engineers
Agfa Gevaert is a Belgian multinational, developing analog and digital imaging- and IT systems. They offer a large variety of high-end printing solutions and have a team of service engineers travelling to customer sites for maintenance and repairs on these installations.
Developing a new, more intuitive and accessible interface for an existing troubleshooting database, consisting of an existing list of symptoms and resolutions for different known issues on printing installations.
The chatbot should help engineers perform a fast and efficient analysis and makes offering fast, methodical support a lot easier.
Sammy Deprez, AI Developer at Arinti
Solution built on top of existing system
In a few days time, we developed a chatbot on top of the existing SQL database containing all the symptoms and resolutions for different known issues with the installations. The logic of the chatbot is built on top of the database, which means the chatbot’s purpose is to find missing values in order to solve the users’ problem.
When the chatbot collects information and an issue is recognized, it responds with possible causes and their respective solutions. The service engineer can immediately start remediating the issue on customer site. If an issue can’t be determined, the chatbot suggest a human handover and the service engineer can be contacted by the remote troubleshooting team.