We are looking for an automated tool for troubleshooting. Where a mechanic is helped step by step to solve an issue on his own, without real time support from our support department.

The automated troubleshooting tool must meet the following requirements:

·       The tools need to be available in different languages.

·       An automated tool, without real time support from Fullwood JOZ.

·       Tool takes in mind the different versions of the robot or different component versions.

·       Uses the current manuals and documentation.

·       Uses the information from the TopDesk ticketing system.

·       Gives solutions step by step.

·       Use of the transcripts of the calls for:

o   Automatic solutions during the call

o   Overview of the issues and given solutions (by our service employees)

o   Getting statistics

We have the following challenges on troubleshooting:

·       The mechanics need a lot of knowledge about the product(s) before being able to troubleshoot on the product.

·       There is a lot of documentation available with information that can help with troubleshooting, but due to the number of documents it’s hard to find the correct information.

·       There are a lot of different versions of the robot (different components of a completely different robot). This makes it hard to find the origin of an error.

·       Troubleshooting is always urgent, because if the machine isn’t working the cows can’t be milked.