ILLUSTRATIVE SCENARIO
Guide customers through approved self-service tasks
A customer portal offers help matched to the installed machine, collects missing information and hands the complete context to service when needed.
UNDERSTAND THE AI
What happens behind the scenes.
Conversational assistant · Configuration-aware RAG · Guided workflow
What does the AI actually do?
AI understands the operator’s question, asks for relevant missing details and explains approved guidance. It retains the context needed for a complete service escalation.
How the solution works
- 01
Enforce context boundaries
After sign-in, the portal and asset register supply permissions, serial number and software revision. Retrieval can access only records valid for that person and configuration.
- 02
Choose an approved step
An LLM interprets the question and retrieves relevant passages. A defined workflow controls allowed steps and stop conditions; missing sources trigger clarification or handover.
- 03
Capture the outcome
Responses, observed messages and completed operator checks are recorded in structured form and can become a service-ticket draft.
What value can it deliver?
Faster resolution of permitted standard questions for customers; more complete tickets and less repeated questioning for service. Repeat-contact rate helps establish whether reported resolutions last.
A concrete example
Illustration: two manual variants describe the same message differently. The asset register restricts retrieval to the installed software revision, and only the applicable approved steps appear.
Technology, setup & operation
The design combines a pretrained LLM, retrieval index and dialogue-state workflow. Backend software enforces permissions and allowed actions. Ongoing quality checks cover revisions, unsupported answers and escalation behaviour.
Illustrative solution design. The final architecture depends on data, systems and pilot evaluation.
Starting situation
A machine operator wants to resolve a recurring operating message. The general manual covers several variants. The portal should provide the exact approved steps for that machine rather than inventing repair instructions.
How the workflow could look
Confirm machine and access
After sign-in, the serial number, software version and permitted operator tasks are matched. Unidentified machines are referred to service.
Provide guided support
The assistant explains the relevant approved steps and collects results in a structured form. Sources and document revisions remain visible.
Transfer context
If the issue persists or a defined stop condition occurs, the portal prepares a ticket with the message, machine version and checks already completed.
Machine-specific guidance or a complete service handover, so the customer does not need to repeat the entire explanation.