AI Copilot That Boosted Field Technician First-Fix Rate to 89%
A mobile AI copilot giving 1,400 technicians instant repair guidance, lifting first-fix rate from 64% to 89%.
Client: ServMax Field Services
The Challenge
ServMax's 1,400 technicians averaged a 64% first-fix rate, with repeat visits costing $180 each and hurting SLA scores. Veteran knowledge lived in scattered PDFs and tribal memory.
Our Solution
We shipped a React Native copilot embedded in their existing field app, backed by an LLM fine-tuned on service manuals, wiring diagrams and 15 years of resolved tickets. Voice queries let technicians troubleshoot hands-free, and the copilot auto-orders parts and books follow-ups when a fix is out of reach.
The Results
First-fix rate jumped to 89%, cutting repeat visits by half and adding 2.3 extra jobs per technician per week. SLA compliance hit 96%, a company record.
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