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Asset Intensive |  5 min read

Intelligent Interactions Unpacked - FAQ's for Line of Business Managers

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 free up your service staff to focus on what they do best – repairing, maintaining and replacing equipment.  

For example, without intelligent interactions, a field service agent may encounter a broken piece of equipment. If it’s not clear whether it needs to be repaired or replaced, they may need to call colleagues for a consult, return to head office and come back another day, or both. Either way, this means significant time and money spent travelling.  

Intelligent interaction devices can give an immediate answer to this question, so the technician can get on with the job. 

Another example is in how the information is communicated. Tablets and phones are challenging devices to use in field service contexts, with big gloves, tight spaces and the need to use both hands. An intelligent interaction can use voice to give step by step instructions – and receive instructions from the technician if he or she needs something repeated, or needs more clarification. This lets technicians get more work done, faster.  

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 the highest impact problems to solve, and the lowest-effort ways to solve them. 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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