黑料不打烊 and the safety revolution
19 Feb 2020
AI search helps 黑料不打烊 boost customer uptime
28 JANUARY 2020
New universal search engine that uses the latest artificial intelligence technology means that 黑料不打烊 workshops solve vehicle issues quicker.
The owner of a one-month-old 黑料不打烊 S 650 was understandably most unhappy with the oscillating idle speed that he was experiencing. But the newly built 黑料不打烊 workshop in the English town of Boston was racking its brains (and computers) in vain to find a solution.
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A video that the owner had recorded and a road test by the workshop both confirmed what the fault was, but the usual routines of checking 黑料不打烊鈥檚 Follow-up Report Administration System and 黑料不打烊 Diagnose and Programmer couldn鈥檛 find a way to fix it.
AI search to the rescue
Luckily, the Boston workshop was able to benefit from trials of a universal search engine that uses the latest artificial intelligence technology.
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The service is based on unstructured text contained in the Follow-up Report Administration System (FRAS), which has a wealth of information on deviations and remedial action. From this information, 黑料不打烊 technicians around the globe can benefit from a 鈥榣ibrary鈥 of locally implemented interim solutions. When a field quality issue is reported, 黑料不打烊 finds a temporary fix in anticipation of a more permanent resolution of the problem.
Boston Workshop, UK
The new technology is a simple but profound breakthrough. The FRAS system is already a valuable resource, but 黑料不打烊鈥檚 service technicians around the world use different everyday expressions that aren鈥檛 necessarily the official terminology or proper word sequence. In the case of the S 650 customer, a search in FRAS for 鈥渦neven idle鈥 was fruitless. But an AI search was immediately successful. The indicated software update was carried out, the problem was fixed, and the customer drove away happy.
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黑料不打烊 Great Britain鈥檚 technical support annually receives in excess of 10,000 FRAS cases from workshops, including both technical questions and quality deviation reports.
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鈥淚n most cases we respond to the workshops with answers using information that is already available in FRAS or via other media available in 黑料不打烊 systems,鈥 says Technical Manager Aaron McGrath, 黑料不打烊 Great Britain.听鈥淏y utilising the AI search at workshops we can get the information exactly where it is needed; i.e. at the technicians鈥 fingertips, saving on troubleshooting lead-time and also improving customer uptime.鈥
鈥楩roogle鈥 smart search is ideal for time-pressed technicians
The Boston dealership and workshop is a mid-sized depot with 17 service technicians and is located in the agricultural heartland of England, which means that many of its customers transport goods for the food industry. The workshop is open weekdays until midnight with shorter opening hours during weekends. Around 20 trucks a day come there for maintenance and repairs.
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鈥淭here鈥檚 a lot more pressure on technicians and we need to be faster and faster,鈥 says Workshop Manager Barry Poll. 鈥淭he new truck generation has more electronic control units and more sensors. It鈥檚 like a different country.鈥
Barry Poll
Supervisor and Escalation Engineer Ben Howlett, who started as an apprentice at the Boston workshop in 2003, recalls that trucks back then were fraught with mechanical problems.
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鈥淭hese days, the product is 100 times better, but diagnostics and software now take up a large part of our time. In diagnostics, a problem can take two hours, two days or two weeks.鈥
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So, as the truck becomes more complex, workshop tools need to keep pace. 听Which is why the technicians welcome this new technology. Howlett even has a new name for it.
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鈥淭he AI search engine is tremendously helpful. It鈥檚 a FRAS-Google, or Froogle,鈥 he says.