AI Tool Delivers Repair Support

AI Tool Delivers Repair Support Case New Holland (CNH) is using an artificial intelligence (AI) driven chatbot assistant tool to assist its machinery dealers in supporting their customers. This cutting-edge tool saves time by offering accurate information to address technical repair-based questions. “The AI Tech Assistant was created to help serve our agriculture and construction dealer and service networks and was designed in-house to solve customers’ problems and issues quickly and easily,” says CNH Head of Agriculture Parts & Services Rosella Risso. “It troubleshoots and enables technicians to provide fast and accurate answers.” The first-of-its-kind tool was developed using dealer feedback. In basic terms, it simulates conversations to provide a diagnosis and repair plan for CNH brand machines. The AI Tech Assistant covers 100% of the CNH portfolio, including older and legacy machines, bridging knowledge gaps by quickly providing technicians with diagnostic and troubleshooting answers. Information is derived from an internal service of operators and service manuals, catalogs, and other collected data supporting 35 languages and 1 1/2 million input pages. “The more often this AI technology is used, the more accurate the results become,” says CNH Head of IT Data & Innovation Andrea Rodella. “The tool will eventually be more intuitive and conversational with users to simplify many portal tools into just one.” Service support teams will retain oversight control to confirm the accuracy of answers. The AI Tech Assistant has been rolled out in North America, Australia and EMEA, and is being used by over 6,000 dealer employees in more than 1,500 authorized agriculture and construction dealership groups. A pilot phase is ongoing in LATAM and some APAC countries, including India and the UAE. To date, the assistant has answered over 200,000 questions. “In the future, we’re also hoping to have this service center live in an app and be voice-activated,” Rodella says. “It’ll expand its AI capabilities (autonomy, reasoning) through continuous development based on the latest scientific research.” Participating dealers currently have access to the technical platform. The customer cost is included in their pricing package. Contact: FARM SHOW Followup, CNH Industrial America LLC, 711 Jorie Blvd., Oak Brook, Ill. 60523 (ph 630-887-2233; www.cnh.com).

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