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Asset Intensive |  4 min read

Intelligent Interactions Unpacked - FAQ's for COO

What are intelligent interactions? 

Intelligent interactions are a transformation from standard one-way data production to smart, back-and-forth data production with feedback loops.  

For example, imagine a field service staff member. The least intelligent interaction they could have is with a printed checklist and a pen. They work through their tasks and tick them off. The fact that they have done so does not get recorded anywhere until they transfer the information to another system – and the checklist can’t change or update.  

An intelligent interaction is much more dynamic than this. For example, a checklist app that connects to the head office is a slightly more intelligent interaction – as the field service technician ticks off jobs, the head office is instantly updated.  

The next – and most valuable – level is a dynamic feedback loop. This is where the intelligent interaction changes based on input from the field service agent and other data. For example, a field service technician could take a picture of a damaged piece of equipment. An intelligent interface would assess that picture and instantly inform the agent whether they need to replace it or repair it. It could also provide instructions to do so. 

What problem do intelligent interactions solve? 

Intelligent interactions let technicians focus on what they do best – repairing and replacing components of assets. They achieve this by freeing up the time and energy spent documenting, receiving instructions and communicating.  

Intelligent interactions take problems that are traditionally solved through a mess of word documents and Excel spreadsheets, and turn them into easy-to-follow prompts and forms. This frees agents and their managers up to focus on higher-value tasks.  

Why invest in intelligent interactions now? 

The big barrier for intelligent interactions was historically the need for large sample sizes. It was difficult to create a tool that could effectively analyse information and give someone instructions based on that analysis, because tools needed large data sets in order to do so with high levels of confidence.  

This is changing. New technology has made it possible for intelligent interactions to function with smaller sample sizes. This has reduced a major barrier, and made intelligent interactions more accessible to more businesses – including those in asset-intensive industries like yours.  

How does CERTUS determine the right intelligent interfaces solution for my business? 

We meet with key stakeholders in your business, undertake desk research and apply our own expertise to identify relevant industry trends.  

Then we get those key stakeholders in a room and have a structured ideation session. We find areas where existing processes and technology could be improved - then help you build a road map to address these with intelligent interfaces. At the end of this process, you have a fully-thought through business model, with stakeholder buy-in, ready to take to the business case level. 


Are you ready to use intelligent interfaces to your advantage?

Visit www.certussolutions.com/intelligent-interactions-workshop for more information.

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