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The Process Map

KI Service - Industrie 4.0

Which AI applications are you interested in?

We will show you practical application possibilities, techniques and prerequisites for your established processes. This allows you, for example, to see for yourself which data sources you need and which you already have. By hovering over the sections and keywords, the respective insight is shown: for example, more information on ‘service demand forecasts’ is shown when you hover with the mouse over ‘service notification’.

problem-categories
Problem categories
If errors are recurring, they can be automatically detected by trained AI methods using historical data. If a new error occurs, the system searches for similar previous errors and links them together. This is how the categories or clusters of defects are created.

Typical data sources:
  • Textual data or log files,
  • visual data such as images and videos,
  • numerical data or measurements
Typical data quality requirements:
  • Robust and time-aligned data


solution-categories
Solution categories
If the errors are clustered, the solution of a previous error can be reused as a template for a similar problem. This saves the technicians from having to troubleshoot again, as a solution is automatically suggested by the system.

Typical data sources:
  • Categorical data containing the solution (as tags),
  • textual data, or a description of the error
Typical data quality requirements:
  • Correctness and accuracy of the tags,
  • precision of the descriptions
ticket-sentiment
Ticket-Sentiment
Automatic detection of specific wording in textual data allows conclusions to be drawn about sentiment, so that critical tickets can be identified and prioritised. Customer satisfaction can thus be increased. Similarly, the sentiment of all tickets can be monitored to identify changes in service quality. The recognition of critical texts is also to be used to forward tickets directly to service employees so that they can personally deal with such a ticket.

Typical data sources:
Service tickets with free-text fields formulated by customers

Typical data quality requirements:
Texts must be written independently by customers to accurately capture sentiment. Tickets written by hotlines or service employees do not fulfil this requirement.

anomaly-detection
Anomaly detection
Connected devices collect environmental data via sensors and analyse it in real time. For example, physical values such as temperature, speed or even fluid and material conditions are continuously documented and visualised. Algorithms used in machine learning ensure an exact analysis of the values. In order to be able to record deviations or irregularities from standard values, thresholds are first defined. If these are reached, a predefined process, such as that of a notification, an alarm or a complete device shutdown, takes place automatically. Ideally, this is done at a time when momentous errors or long-term failures can be prevented. While the alarm is only triggered as soon as a threshold is exceeded once, the sensors can also register a permanent exceeding of the values over a longer period of time. A concrete example of anomaly detection is cathodic corrosion protection (CCP), as used at Service-Meister. This is a statistical model developed and trained with historical sensor data for anomaly detection. In the procedure, an AI algorithm identifies anomalies in CCP monitoring and creates targeted alerts in response.

Typical data sources:
Sensor data (water flow rate, electrolytic conductivity, PPS data, coil temperature, status of sensor electronics).

Typical data quality requirements:
Relevant time series data that is as complete as possible and can be analyzed in as timely a manner as possible.

oscillationanalysis
Oscillation analysis
Vibration analysis makes it possible to detect faults in complex machines via the vibration curve.

Typical data sources:
  • Motor current, measurement position/speed and also acceleration.
Typical data quality requirements:
  • Good signal-to-noise ratio.
service-demand-forecasts
Service demand forecasts
A) Mit Hilfe von Predictive Maintenance lässt sich der optimale Wartungszeitpunkt einer Werkzeugmaschine bestimmen.

Typical data sources:
Machine data

Typical data quality requirements:
Robust, high-quality data that must be representative of the use case and should include complete or sufficient time series.

B) Service processes also collect a large amount of data that enables predictions to be made about future service requirements. These can be analysed and linked to further data, e.g. from sales or production.

Typical data sources:
Ticket systems, service data

Typical data quality requirements:
Data should include full service operations and associated service needs. The more historical data available, the better predictions can be made.

Service-histories
Service histories
Knowledge management systems can be specifically extended to include analysis tools. These help to derive more from own data or the knowledge management system. By extracting important insights or correlations from the data, bottlenecks in processes can be discovered, and a general overview can be gained through rarely or frequently used search terms or documents.

Typical data sources:
Databases on which knowledge management systems are built

Typical data quality requirements:
Machine-readable data or documents

learning-system
Learning system
The system learns, so to speak, from all the error detections and suggested solutions that the experts have created in the past.
error-histories
Error histories
A) Automatic detection and classification of faults allow monitoring of each fault over time. A manufacturer can thus collect statistical evaluations of the recurrence and severity of each defect.

Typical data sources:
Equal textual, visual, numerical and categorical data necessary for the categorisation of errors

B) Intelligent information retrieval for technical documents

Automatic detection and classification of faults allow monitoring of each fault over time. A manufacturer can thus collect statistical evaluations of the recurrence and severity of each defect.

Typical data sources:
PDF manuals, certificates, quick start guides, technical documents, product images, product hierarchy information

Typical data quality requirements:
Consistency, structured and machine-readable base formats

manuals
Manuals
Document analysis using AI offers service staff the advantage of quickly receiving solution suggestions via keyword search during an on-site appointment.

Typical data sources:
Machine manuals and data sheets, old service reports, training reports

Typical data quality requirements:
The data must be a text document (no screenshots), either a PDF or a Word document. The more meaningful and comprehensive the text documents are, the more targeted the proposed solutions will be.

best-practices
Best practices
In a knowledge society, knowledge is one of a company’s most important resources. Building, using and preserving it i,s therefore, a central task of companies and a key to future, sustainable and economic success. Here, knowledge management systems provide access to extensive information about one’s own company. They should therefore be stored centrally in knowledge databases. A best practice focus is particularly suitable for illustrating and documenting this knowledge.

Typical data sources:
Manuals, best practice guides, FAQ lists and service reports

Typical data quality requirements:
All data-driven knowledge must be centrally captured or stored

route-planning
Route planning
Once the schedule for a service technician or team has been determined, the route to the customer should be determined. It makes sense to automatically link a route planning tool used in the company with the customer data in order to always be able to provide the best route as well as alternative suggestions directly and without effort.

Typical data sources:
Address data from the customer database, histories of route planning to take account of special features (correct entrance for large companies), possibly also access data for technicians, and contact persons at the customer.

Typical data quality requirements:
current address data, findings from previous routes used

team-composition
Team composition
Dispatchers work with planning boards. This planning can be automated via statistical evaluations or a learning system. In addition to the people themselves, their skills and the calendar planning with the deployment locations should also be taken into account. The data held in the databases and their linking with other sources by an AI make it possible to suggest not only possible solutions to a technical problem, but also the appropriate service technician.

Typical data sources:
Links to the employee database (if possible with skills and calendar data)

Typical data quality requirements:
Categorised data from the employee database, calendar data including deployment locations

chat-bots
Chat bots
Chatbots are typically used on websites and in instant messenger apps. As a helping chatbot, they enter into a dialogue with the user and facilitate communication with the respective IT application.

Typical data sources:
Knowledge Databases, Key Value Store (KVS). The KVS enables the chatbot to communicate with other chatbots or access other services.

Typical data quality requirements:
The content of the knowledge base must be adapted to the target group, the field of application and the purpose of the chatbot. The vocabulary of the virtual assistant should be formulated according to the target group.

service-bots
Service bots
A voicebot helps the service technician to have their hands free to solve problems quickly and effectively on site. This could be, for example, a service bot that reads out the relevant step sequences from the service manual via a mobile phone connection.

Typical data sources:
The voicebot is based on a chatbot and uses Amazon Alexa.

expert-knowledge-on-site
Expert knowledge on site
With the use of AI-based allocation of service tickets (ticket dispatchers), service staff at the user help desk (UHD) or service desk have more time to provide support and advice in particularly challenging cases.

Typical data sources:
Tickets of a service management system.

Typical data quality requirements:
There must be historical tickets with corresponding assignment/solution.

 aI-supported-documentation
AI-supported documentation
As soon as a service case is triggered, customer data such as the service contract and the prices of individual services and spare parts are linked. The service case should already contain solution steps via solution category. Ideally, once a service order has been completed, a technician only has to confirm the specification or, in the case of deviations, describe it using a free-text field, a checkbox or a bot. Since sufficient links already exist, this can be used to automatically create an invoice or effort documentation. This in turn can flow into the next service case via control or automated and serve as a default. At the end of a technician’s assignment, documentation is thus created using the existing or used data by means of an AI.

Typical data sources:
Linked data on customers, contracts, spare parts, technicians with hourly rates, prices, etc., preconfigured process steps for problem and solution categories

Typical data qualities:
current database links

speech-to-text-input
Speech-to-text input
Voicebots access Amazon Alexa for “speech-to-text” via corresponding interfaces.

service-message
1. Service message:
Is there a service requirement at all? This initial question is at the beginning of every technical service process. If this is the case, it is necessary to find out what kind of service case it is. In this first module for technical service, precisely this initial assessment is made.

Analog process:
In the event of a suspected machine malfunction, the service center is informed. Service center employees assess the malfunction on the basis of further details and, if necessary, assign a service technician. The service technician then travels to the customer or machine with the information in order to carry out the service.

AI-assisted process:
Connected sensors record the measured values of a machine precisely, quickly and reliably. If these deviate from the standard, the AI application analyzes the values and checks whether it is actually an anomaly. Only then is this information about the deviating values added to the service lifecycle. The application also has the advantage that it, or what is known as predictive analytics, can be used to make predictions and calculate the probability of certain events or the behavior of people.
ticket-assignment
2. Ticket assignment
In the days of analog processes, people used to talk about a case management system, but today they only talk about ticket systems. Service cases are created, cataloged and prioritized digitally. Either the customer calls the service provider and is transferred from there to the call center so that the case can be recorded and managed. Or a message arrives by e-mail.

AI-assisted process:
These entire steps of a digital service case recording are omitted in an AI application, since processes are executed automatically, and information is processed independently. For this purpose, AI-supported methods known as natural language processing (NLP) are used and speech is analyzed with them

Typical advantages of a ticket system with AI application:
  1. Recognition of key terms based on which error categories are determined
  2. Finding possible solutions in the existing data
  3. Localization of e.g. negative customer reactions and prioritization assigned
  4. Updating of a ticket by always newly generated information
deployment-planning
3. Deployment planning
A dispatcher must think of many things so that the service case can be carried out smoothly and to the customer’s satisfaction: Schedules, travel routes, technicians with appropriate skills, required spare parts, etc. An AI system enables efficient prequalification.

AI-assisted process:
  1. The fault history of the customer machine and the machine type are compiled
  2. Known solution procedures and measures are clearly summarized
  3. Necessary spare parts are listed
  4. The service team is selected according to the requirements of the service case
  5. The appointment is automatically entered in the calendar
  6. The route planning to the customer is created
  7. The customer is informed
  8. An information and solution package is added to the tablet computers of the service team
on-site-processing
4. On-site processing
Any technician who has already replaced a roller bearing knows the complications that can arise. The module is located on the outer edge of the machine and is therefore difficult to access. It is also not helpful to view the installation on the tablet in advance as a best practice, since the unfavorable positioning of the roller bearing allows little insight.

In this specific case, it is helpful for technicians to be able to call up the chatbot app via tablet and enter the case ID. The bot immediately sounds via Bluetooth headphones and asks how it can help. One option is to have the technician read out the action steps from the best-practice instructions. The default setting here is that the bot waits after each step until the person on the other end of the call says the key phrase “Service bot: next!”. In this way, the technician can change the roller bearing in just half an hour.
service-reports
5. Service reports
Creating a service report is a chore and time-consuming. The most time-consuming version of this documentation is to record everything on paper, enter it into a system and compare it with price lists or orders. Even though many companies have already made this process easier for their technicians with online forms, only an AI application brings real benefits.

AI-assisted process using the service report as an example:
  1. Das Serviceteam beendet den Servicefall mit der vorkonfigurierten Dokumentation direkt online.
  2. Based on the completed or only confirmed forms, the application automatically creates an invoice by independently linking the necessary information from the customer database, technician hourly rates, spare parts database or other connected sources.
  3. The final product, i.e. the report or invoice, is simultaneously sent to the customer by e-mail and transmitted to the accounting department.
evaluation
6. Evaluation
Evaluations not only have a statistical value, but also a company-relevant value. Expert knowledge, new and particularly efficient solutions, incidents concerning product features and warranty cases can be recorded and made visible to all employees and departments. The immediate evaluation and transfer to a knowledge database helps to derive implications for further cases or, for example, for future contract design or product development.
platform
Platform
Here you can integrate selected services or link several of them in a targeted manner for an overall solution. You have the option of integrating them either via standardised interfaces in your own IT environment or in a special AI platform with the corresponding prerequisites and open standards.
sensors-measurements-monitoring
Sensors, measurements, monitoring
We differentiate between phase 0 and the first step in the service cycle. With this, we want to highlight: Phase 0 is already a stand-alone field in the market “Predictive Maintenance” via “IOT” or also “IIOT”:
There are three steps in implementing such condition monitoring (= predictive maintenance):
  1. Install sensors
  2. Connect sensors via connectors to a system, e.g. via the cloud
  3. Make measurements visible and monitor them
This is also called “condition monitoring” for maintenance and monitoring.

To differentiate:
With our AI modules for service, we go one step further. We want to relate further conditions beyond displayed thresholds and ensure in a self-learning system that a reported alarm (anomaly) is actually a service message. This is because faulty alarms are an enormous cost factor in many sectors of the economy. With self-learning and automated evaluation, this can be avoided, and money can be saved.

This is exactly what we analyze via AI in Module 1 Service message.