ColombiaConsumer goods2024 – ongoingHaceb
Wilson, a chatbot assistant for field technicians
Colombian appliance maker Haceb's technician chatbot saves an estimated 5 minutes per visit
Problem
When a technician could not fix an appliance on site, the technician had to call the contact center and wait while operators searched diagrams and manuals. That slowed support and led to repeat visits.
Approach
Haceb's technicians, its technology team and partner iDATA documented manuals, diagrams and service histories. They built Wilson on Copilot Studio and Azure OpenAI so technicians can ask questions in plain language during a visit.
Results
Takeaway
Giving technicians access to manuals and service histories during visits saved an estimated 5 minutes per visit. Haceb put the daily saving at about 5,000 minutes across 1,000 visits.
Categories
- Industry
- Consumer goods
- Business function
- Customer serviceProduction and quality
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Co-developed with a partner
- Evidence
- Vendor's case study
Sources
Source summaries
Microsoft describes a chatbot that gives Haceb's repair technicians answers from manuals and service history during visits. Haceb estimated the time saved at 5 minutes per visit.
Full details are in the original sources.
